In 2023 I was promoted to the role of Head of Customer Experience.Key Role Responsibilities:- Responsible for the planning and execution of CEX strategy and value proposition, ensuring alignment with global imperatives and growth aspirations.- Translates the strategic plan into engaging deliverables and actions to the team, to achieve increased product market share and profitable growth.- Ensures disciplined and effective execution of those plans, including identified priority changes and transformation activity.- Promotes personal responsibility for tracking and reporting on the progress of the strategic plan’s implementation, through the use of F&P’s processes and tools, to drive delivery to plan.- Provides quality, thoughtful leadership, to engage, develop and motivate the team to deliver the right work, in the right way that will strengthen CEX performance.- Ensures appropriate stakeholder management approaches are taken for CEX to ensure highly effective cross-functional collaboration with global supporting functions.- Provides regular reporting updates on CEX progress to the Executive Management and as well as across the local and global Group.- Deeply understands the customer and environmental influences. Pro-actively seeks out changes and developments in industry best practice, remains current and well informed and influences CEX strategic plans through commitment to continuous improvement.- Ensures a seamless, brand aligned representation of F&P’s Customer Experience value proposition is applied across all customer touch points for UK & Europe.- Establishes and cultivates trusting partnerships with external providers to align and deliver an F&P branded customer experience service.- Identifies & develops new opportunities to deliver globally aligned customer experiences, cultivating a momentum of enthusiasm and pull by customers for F&P’s brand, products and service.