Anthony Pocock Email & Phone Number

Manchester, England, United Kingdom

Liverpool, England, United Kingdom

Liverpool, England, United Kingdom

Preston, United Kingdom

Manchester, United Kingdom

Liverpool

Supporting to help create and improve an end to end Customer Journey by measuring key Operational Measures and Customer Satisfaction Measures, with the support of cross functional work groups with senior stakeholders and strategic third parties across the business.Analysing root causes of poor customer experience cross referenced with operational touch points to help support project initiatives and analyse when new processes have been implemented. Supporting cross functional teams and strategic third party's to identify key process areas by showing customer experience touch points via a mixture of qualitative and quantitative analysis and ensuring any sample data is statistically robust and representative of the population.Supporting the development of customer experience MI for the business, working collaboratively with stakeholders to determine requirements and facilitating the creation of a robust set of analysis and dashboard to show the performance of key areas of the business.Helping support and facilitate a project to introduce a Qualitative Analysis capability into the business to enable analysis of customer verbatim to provide a new actionable source of voice of customer insight.

Liverpool, United Kingdom

Supporting to help create and improve an end to end Customer Journey by measuring key Operational Measures and Customer Satisfaction Measures, with the support of cross functional workgroups with senior stakeholders across the business.By analysing root causes of poor customer experience cross referenced with operational touch points to help support project and analyse when new processes have been implemented. Supporting cross functional teams and strategic third party's to identify key process areas by showing customer experience touch points via robust analysis.Leading and supporting the development of customer experience MI for the business, working with stakeholders to determine requirements and facilitating the creation of a robust set of dashboards to show the performance of the business.Helping support and facilitate a project to introduce a Qualitative Analysis capability into the business to enable analysis of customer verbatim to provide a new actionable source of voice of customer insight.

Liverpool, United Kingdom

Owning the reporting element of Group Operations and Retail Logistics performance using SQL, Excel, and VBA to show key touch points of KPI's. Using this analysis it also enabled performance trends and creating insight at a group level to support key decisions and process improvements and changes.Providing multi-site reporting and tailoring analysis at a Third Party level to help support Strategic Partner contractual measures and enabling further business cost savings and changes to enhance Customer Experience and cost savings.By providing key analysis I was the direct point of contact for the Logistics Director and responding to ad-hoc requests to help deliver timely insight to for business requirements. I also helped drive engagement with wider business functions and stakeholders in order to improve understanding of Customer Experience impact when an operational failure occurs.Providing extensive operational and customer satisfaction KPI performance reporting to support the wider business on department score cards. Regular deep-dives into group operational area and providing extensive support to logistics and operational commercial support to help shape and deliver future operational strategy.I also have undertook Management responsibility, including task management, coaching and development with a Junior Analyst.

Liverpool, United Kingdom

Liverpool, United Kingdom

Liverpool, United Kingdom