Leading Customer Experience, from on boarding new customers to successfully renewing existing ones.

Combining business leadership, customer service and technology implementation to help clients by driving real change into their organisation, with particular focus on:Customer ServiceTechnologyClient RelationshipsStrategy & Business PlanningWork WinningProgramme Management

Helping Pennon & South West Water deliver a number of projects that will improve service to customers. This includes leading a wholesale review of a group wide Customer Relationship Management (CRM) Strategy.

Our vision is to be a world class customer focused company.Many of our Utilities clients have regulatory pressures associated with customer service performance and in this role, I am working to ensure that customer service is a real differentiator for Kier.Focussed not only on delivering an excellent customer experience on behalf of our clients today, we are striving to define the optimum customer experience for 2020 and beyond to ensure we are always ahead of the… Show more Our vision is to be a world class customer focused company.Many of our Utilities clients have regulatory pressures associated with customer service performance and in this role, I am working to ensure that customer service is a real differentiator for Kier.Focussed not only on delivering an excellent customer experience on behalf of our clients today, we are striving to define the optimum customer experience for 2020 and beyond to ensure we are always ahead of the pack.Working closely with Chief Customer Officers and Directors in our client organisations, building strong working relationships to continuously improve customer service means that we are always adding value to our core delivery capabilities.Key responsibilities for this role include the development and implementation of our customer service strategies, customer culture and change management, development of key customer service metrics, performance management and continuous improvement.I am also responsible for ensuring that we gather and act on feedback from our clients in order to align our services to the needs of their organisations. Show less