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As an influential, disciplined and organised Lean Six Sigma Black Belt I've succeeded in combining clear communication with creative ideas to make real change happen for businesses. I've experience in mapping the customer journey and then using the Lean Six Sigma DMAIC (Design-Measure-Analyse-Improve-Control) structure to deliver improvements for both customers and businesses. I'm focused on collaborating across all levels to deliver projects across both digital and non-digital channels.* I've been consistently promoted in house due to remaining focused on delivering the task in hand* I'm a passionate Operations Consultant and have experience in developing and delivering customer strategies which make a real difference both to the customer but also business efficiency.
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Senior Programme ManagerL&Q Jan 2024 - PresentLondon, England, United KingdomSenior Programme Manager supporting deployment of L&Q's Transformation Programme.
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Project Manager Strategy & Business ImprovementL&Q Feb 2019 - Oct 2022Sidcup, KentResponsible for:* Driving a step change to the service L&Q delivers to its customers;* End to end delivery of projects supporting L&Q's corporate plan;* Through application of both service design and lean techniques work towards creating better, faster and lower cost services.
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International Operations Implementations ManagerAxa Partners Mar 2017 - Feb 2019Redhill, United Kingdom -
Operations ConsultantThe Cranfield Trust - Building Successful Charities Oct 2016 - Mar 2017United KingdomSupporting The Cranfield Trust in Pro Bono work. -
Project ManagerCo-Op Insurance Apr 2016 - Sep 2016Manchester, United KingdomProject Manager for the delivery of a transformation project across claims, sales and service contact centre teams touching 700 FTE. -
Operations ConsultantCo-Op Insurance Sep 2015 - Feb 2016United KingdomTook charge of reviewing the incentive structure and the call to quote experience for home and motor products as well as auditing the call to quote customer experience and bench-marking this against competitors.
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Head Of Customer JourneyDomestic & General Jul 2014 - Jul 2015London, United KingdomAs Head of Customer Journey held oversight of a team of two Customer Analysts and a Customer Journey Manager with responsibility for monitoring and improving the customer journey through KPIs and root cause analysis of complaints. -
Head Of Customer ServicesDomestic & General Feb 2011 - Jul 2014London, United KingdomPromoted to Head of Customer Services to transform the customer experience across the contact centre, drive up delivery of standards and efficiencies across front and back office functions and release cost saving improvements. Oversight of a team of 6 and had direct accountability to D&G board for quality and performance of 1,400 agents across 2 in-house contact centres.
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Senior Marketing ManagerDomestic & General Jan 2010 - Jan 2011London, United KingdomStrove to achieve 5 year growth targets by delivering marketing project initiatives and heading up the smooth roll out of a new brand identity by initiating tactics that grew the brand equity of the company worldwide.
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Testing ManagerDomestic & General Dec 2008 - Dec 2009London, United KingdomMinimised commercial risk of replacement of legacy system with a SAP-based system, matrix managed a team of 100 testers across 5 sites and tested over 1,000 business processes. Led the business through 3 system integration testing cycles and reported weekly to the CEO and executive board on progress.
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Head Of MarketingDomestic & General Apr 2007 - Nov 2008WimbledonAs Head of Marketing I had oversight of a department of 32. Held direct responsibility for revenue targets of the UK renewal and new business areas with the remit to reduce the cost of mailing campaigns and timely delivery of 50 million mailings a year. Accountable for customer insight and the creative design team’s input into client pitches from the sales team. Built up a market research programme across 6 key customer journey moments of truth to provide insight that supported work towards improving the customer journey by delivering directly to key client contacts. Created a centralised project delivery system to manage marketing, commercial and sales initiatives delivered through the company.
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Head Of Direct MarketingDomestic & General Nov 2005 - Apr 2007London, United Kingdom
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Deputy Sales Support ManagerDomestic & General Nov 2003 - Nov 2005London, United KingdomSupported the Sales Support Manager in training, managing and motivating a department of 22 account handlers.
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Sales & Marketing Development ManagerDomestic & General Apr 2003 - Nov 2004London, United KingdomRolled out and developed initiatives with the marketing department across 60 different D&G client accounts. Account managed two of D&G’s largest accounts, overseeing the production of management reports, established strong client contact and worked with clients to proactively develop business for the future.
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Senior Account HandlerDomestic & General Nov 2001 - Apr 2003London, United KingdomAs a senior account handler, was responsible for developing four of D&G’s largest accounts (Comet, Sony, Hoover Candy Group, and JD Willams).
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Assistant Direct Marketing ManagerDomestic & General Jan 2000 - Nov 2001London, United KingdomResponsible for developing two members of staff: a Marketing Campaign Executive, and a Database Marketing Executive. Both these team members were there to assist me in achieving a Direct Telephone Sales budget and on improving the performance of D&G’s renewal book.
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Marketing Campaign ExecutiveDomestic & General Jan 2000 - Jul 2001London, United KingdomResponsible for looking after the performance of all the company’s direct channels to market. This involved establishing and fostering business relationships with D&G’s call centre in addition to establishing and monitoring a number of initiatives developed to drive calls into the call centre.
Chris Briggs Skills
Chris Briggs Education Details
Frequently Asked Questions about Chris Briggs
What company does Chris Briggs work for?
Chris Briggs works for L&q
What is Chris Briggs's role at the current company?
Chris Briggs's current role is Senior Portfolio Manager.
What is Chris Briggs's email address?
Chris Briggs's email address is ch****@****net.com
What is Chris Briggs's direct phone number?
Chris Briggs's direct phone number is +4480056*****
What schools did Chris Briggs attend?
Chris Briggs attended Imperial College London, Kingston University, University Of Leicester.
What are some of Chris Briggs's interests?
Chris Briggs has interest in Children, Civil Rights And Social Action, Politics, Environment, Education, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights, Arts And Culture.
What skills is Chris Briggs known for?
Chris Briggs has skills like Team Management, Management, Strategy, Customer Experience, Call Centers, Account Management, Project Management, Stakeholder Management, Change Management, Leadership, Business Process Improvement, Business Development.
Who are Chris Briggs's colleagues?
Chris Briggs's colleagues are Samir Abdirahman, Leanne Heard, Charli Brully, Terence Wong, Cyreeta Ankle Assoc Cipd, Michelle Martin, Lateef Akinsola Amodu.
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Chris Briggs
Greater Northampton Area, United Kingdom -
Chris Briggs
Leeds -
2yahoo.co.uk, hsbc.com
4 +144129XXXXX
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Chris Briggs
Hambrook -
4economist.com, nationwide.co.uk, hotmail.com, collinsongroup.com3 +184560XXXXX
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