Supporting the strategic design, implementation & optimisation of all CX programs to ensure a best-in-class customer experience. Point of contact for all data and insight needs across the phs group customer journey.Utilising data management tools to establish a continuous stream of data to analyse, measure and evaluate customer behaviours and sentiment. Create dashboards, reports, and visualisations to analyse metrics and develop insights from all customer feedback, such as NPS, complaints and sentiment. Collaborate with cross functional teams to deliver & support end to end CX goals, systems and practices across the portfolio of businesses

Providing reliable and consistent reporting and analysis regarding the performance of the business. I provided a healthy program of reports on both daily and weekly basis which allowed for vital decisions to be made in the running of the business and sales world. I recognised the need for continuous improvement and so I was always proactively looking for opportunities to improve the tools that I used to describe performance, as well as working closely with colleagues to plan, and put in place new structures to improve performance itself. Clear and precise communication was vital and I was able to discuss complex concepts in a simple way so that they could be easily be converted into actions

Provide detailed analysis and insight into all aspects of the business operation across a host of KPIs. Provide both Financial and performance trending and analysis across numerous high level clients. (Eg. Incentive & Payroll, SPH, LUPH, NPS). Strong knowledge of Business Intelligence / Data warehouse theory, with intermediate experience in the Microsoft BI Tool-stack (Access, Excel, Power BI). Providing aesthetically pleasing outputs of data. Building visually pleasing packs/presentation to celebrate positive performance of the business. Highlighting key results and trends through use of infographics, graphs and commentary. (PowerPoint). I have a keen eye for detail and a grasp of priorities, which mean that I deliver reporting solutions that improve the visibility of performance, whilst providing deep divest and analysis around all data and statistics, with key call outs and trends. I recognise the need for continuous improvement and so I am always proactively looking for opportunities to improve the tools that I currently use to describe performance and intelligence. Clear and precise communication is vital and I am able to discuss complex concepts in a simple way so that they can easily be converted into actions. I am able to interrogate large volumes of data and then articulate my findings and make recommendations to improve the operational performance. I am able to analyse new operational and informational requirements of the business, interacting where necessary with all appropriate users, to define and specify forward thinking solutions that will add value to the business. I have great client-facing skills with both a strong analytical thinking and attention to detail.

Provide detailed analysis and insight into all aspects of the Customer Experience (NPS). Provide timely and accurate reporting to highlight operation Customer Experience performance on both daily and weekly timescales. Provide trends and improvement recommendations to all operations managers and stake holders. Promote all aspects of a positive customer experience from call to install. Improved all reporting aspects to be both visually pleasing and accurate with end user at heart of all changes. Provide workshops to all staff to discuss best practice and the ongoing improvement measure of customer experience.

Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. Monitors site to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.