• Enterprise-wide customer experience improvement (customer journey, digital first, online, multi-channel, retail)• Voice of the Customer (VOC) strategy & analysis (NPS, CES, FCR, CSAT, Verbatim)• Voice of the Process measures identification and improvements• Establish positive working relationships with key stakeholders within the business across all levels, with a track record of success for collaborative working to drive results cross-functionally• End-to-end customer journey improvements, by improving people, process and technology to reduce service friction• Management and development of 2x direct reports• Digital help centre contact strategy• Proven track record of producing analysis & case studies for the MD, Exec, Senior Leaders and Operational Management teams - with clear insights and recommended actions• Workload management & prioritisation in a fast-paced organisation• Customer experience mapping

• Embed behavioural change across the business, working with multiple managers simultaneously• Use coaching to enhance Team Manager’s KPI’s, productivity and time management, resulting in long-term high-performing teams• Enhanced Rapport, Questioning and Listening Skills utilised effectively to work with a broad range of managers within the organisation• Planning, Organisation and Time Management

• Maintain exceptional order line call quality (via monitoring, feedback & development sessions)• Design & maintain a suite of database & spreadsheet tools• Arrange and chair sessions with overseas business partners with a view to calibrating our quality standards• Root cause analysis of monitoring data to determine training needs• Provide support and deliver training to new team members• Create UAT testing matrix and lead a UAT testing team• Design and write Training Manuals

• Resolve account queries (Telephone & Written)• Account Manager of the company’s largest fundraising account (2009-2012)