Dave Kidd Email & Phone Number

Oxford, Gb

• Volunteer Speaker - attending community groups and presenting on fantastic work Thames Valley Air Ambulance, an organisation totally funded by charitable donations, does saving lives across Oxfordshire, Berkshire & Buckinghamshire. • CPR Champion - qualified by Resuscitation Council UK to instruct in Basic Life Support. A new role with TVAA I will be running CPR awareness sessions with corporates or community groups, giving people the awareness and confidence to complete bystander CPR where someone has had a cardiac arrest.

• Key member of small project team reorganising NHSPS to be more customer focussed. I led on how the new ‘Customer’ function should be structured, what teams should be included, and what budget/FTE would be required. Linked to this I created and owned risk register for newly created division.• Gained agreement and buy in from Executive team to introduce corporate scorecard target linked to delivery of Customer Journey recommendations to be completed during 2023/24. Built on external customer journeys and persona work, creating internal colleague personas and then mapping them against key internal journeys. Created Customer Insights Hub as central source of key customer information for the company, showing colleagues who our customers are, what’s important to them and how we’re performing in delivering for them. • As part of my plan to sustainably improve Business Improvement capability across the business introduced Business improvement career framework in February and started pilot of Continuous Improvement programme in August.

• Created and led new team, consolidating all business improvement activity to complete key improvement projects for NHSPS. Delivered double the targeted value to the business by improving e2e processes across the company. • At the forefront of cultural change in NHSPS, regularly presented customer initiatives on CEO company webinars, helped frame and run Customer at the Heart workshops. I owned and ran RFQ for Customer Journeys, involving over 150 colleagues in the mapping of key customer journeys whilst building highly skilled in house team to ensure we would be self sufficient in future. • Created and led Data Assurance function, giving the board increased confidence that audit failings linked to IFRS16 data were being successfully managed.

London, England, United Kingdom

• Led team of 55 Property Management Accountants, transforming team performance and focus on the customer. Engaged wider finance team in need to improve Customer Experience and the role everyone plays, becoming Customer Champion for finance, increasing the improved performance of team in answering customer queries by 25%. As a result of various initiatives I was responsible for CSAT improved from 6.3 in 19/20 to 8.88 at half year in 21/22. • Improved cashflow by £35m with a company wide process review and improvement project which also dramatically improved accuracy and timeliness of billing.• Transformed performance for delivering Annual Budget Schedules, bringing forward delivery by 7 months to industry standard timescales. Improved timescales and accuracy of annual reconciliation process with associated increase in customers satisfaction with the e2e billing process.

• Transformation lead in corporate unit, responsible for all major changes involving billing for BT’s Customer Facing Unit’s (Consumer, Enterprise, Global Services & Openreach). Responsible for ensuring product launches are delivered seamlessly into service, simultaneously managing multiple transformational programmes.• Maximised returns on capex investment, through establishment of programme management office. Managed major programmes throughout the project lifecycle from creation of business cases, presentations to senior stakeholders, sign off, supplier selection, through to project delivery, ensuring benefits are delivered. • An inspiring communicator who engages his audience, regularly presenting to senior executives (CFU CEO/CFO’s), leading at ‘all-hands’ conferences and on live web-casts.

• Taking on a newly created role, made substantial improvements in external customers’ perception of their experience with billing by educating & engaging teams, improving processes, delivering major improvement in customer satisfaction. • Developed strategy for improving billing customer experience across all Customer Facing Units. Researched external best practice to develop customer experience strategy, transforming the billing operating model. Identified three key levers driving customer experience, Our People, Our Service & Our Bills. This strategy was presented to, and fully endorsed by the BT Board.

• Led operational team of c200 in the UK and 70 overseas, that completes timely, successful, resolution of all billing enquiries received facilitating cash collection of over £8bn. Analysed customers’ enquiries & complaints, understood the root causes putting fixes in place, reducing enquiry volumes. • Director of BT Payment Services Limited (Mar 2014-Nov 2016), responsible for receipting teams processing of payments into BT Group.

Business & Finance

Electrical Engineering

Electrical & Electronics

Electrical & Electronics