Carl Lord Email and Phone Number

• Developing a Customer insight strategy and managing the delivery of reports • Working with all stakeholders, gathering requirements and recommending areas to explore• Managing the Insight team to identify customer trends and areas of needed improvement• Working closely with the MI & Reporting team, ensure that all stakeholders are kept up to date with Contact Centre performance, trading updates and issues impacting performance. • Continually measuring customer experience across all brands and report on performance key measures. Ensuring contact drivers are reported back to senior management, to ensure business decisions always have customer impact in mind • Ensure the end to end customer journey is “always-on” and proactively keep each brand informed of what has changed • Predictive analysis of customer behaviour; forecasting customer repeat contacts for scheduling activity. Identify opportunities to grow profitable revenue via ‘sales through service’, expanding next capabilities

•Reporting key trends and patterns •Champion the customer internally, fully backing it up with research identifying their needs and expectations •Identifying areas with internal teams to improve the customer experience and retention levels•Gather, manage and interpret customer research through NPS surveys, phone research and online reviews•Managing all NPS survey insight through Salesforce daily•Taking ownership to resolve immediate negative customer experiences by liaising with necessary departments

Working on the Marks & Spencer contractProducing high & low level reports circulated at every level of M&S Taking raw data and looking for trends and themes then presenting this information to key stakeholders Driving improvements and change within the contract and wider business Improving customer journey Liaising with clients to discusses reporting outputs and improvements Face to face presentations and sales to potential clients Working alongside project management team to introduce and improve processes and website changes

Working on the Marks & Spencer Contract:Responsible for Call, Email & Website quality across 3 sites Devising new guidelines for the teams to follow Creating templates for email and web chat Looking at customer feedback and survey results to improve customers journeys Driving improvements and change within the contract and wider business Liaising with clients to discusses reporting outputs and improvementsFace to face presentations with potential new clients for Capita