David Cox Email & Phone Number

Delivering end to end organizational transformation to create a differentiated experience for customers to drive revenue growth through customer loyalty and advocacy

Doha, Qatar

London, England, United Kingdom

São Paulo, Brazil

London, England, United Kingdom

São Paulo, Brazil

Created an integrated customer-centric culture, market proposition and management capability to drive the transformation from B2B2C consumer credit business to full-service retail bank

São Paulo Area, Brazil

Developed a strategy, operational management system and transformation plan to deliver a differentiated positioning and culture to deliver the agile business turnaround of a Brazilian mobile operator

Oslo Area, Norway

Development of a customer experience strategy and transformation plan to deliver a differentiated positioning and culture for a challenger brand in the Norwegian mobile market

Bilbao Y Alrededores, España

Creation and launch of a customer experience function to implement a unified, customer-centered vision and strategy across Euskaltel (cable operator in Basque region of Spain) and the newly acquired R Cable (Galicia)

London, Reino Unido

Created and executed the Customer Experience transformation programme to deliver on strategic repositioning of Colt as a service company• Developed a measurement framework to identify actionable weaknesses in the existing service. • Implemented Customer Segmentation to deliver differentiated service to target customers.• Defined a Customer Promise and re-engineered the end to end Customer Journey to deliver it.• Created a Customer-oriented Culture aligned to the customer promise.Delivered an end-to-end transformation roadmap to achieve a sustainable 38-point improvement in NPS and deliver on Colt’s strategy of becoming the most customer-oriented business in the industry.

Reino Unido

Development of a sustainable model for creating compelling customer engagement around the Vodafone Enterprise multi-year technology and product transformation programme

Reino Unido

Developed the end to end customer experience for the data service in support of the imminent launch of 3G services

Qatar

Led the execution of Customer Experience transformation across all group operating companies to achieve the strategic objective of CE leadership in each local market. • Developed a tailored transformation approach and implementation toolkit• Implemented group-wide measurement framework and dashboard• Rolled out Customer Experience transformation programmes across all marketsDelivered a set of multi-year transformation roadmaps for all Group OpCos, supported by a tracking and measurement framework to deliver a 30-point improvement in the NPS scores across the group within 3 years

Reino Unido

Delivered radical redesign of the way Colt interfaced with its customers to focus on provision of business solutions rather than transactional sales, achieving a 6 point increase in Customer Satisfaction and a five fold increase in addressable spend serviced by existing sales resources

Mumbai Y Alrededores, India

Developed the end to end customer experience for the data service in support of the imminent launch of 3G services

Madrid Y Alrededores, España

Responsible for the creation and implementation of strategic initiative to convert ONO into the reference for customer experience in the marketplace:• Developed and executed the customer experience transformation programme• Implemented customer loyalty management• Introduced a Six Sigma quality system to align performance with customer expectations• Defined a customer centric measurement system• Introduced of an internal service excellence orientated cultureAchieved a 5 percentage points improvement in underlying Churn Rate resulting in an annual revenue uplift of approximately €50m, together with a 12 percentage point improvement in the overall level of Customer Satisfaction in one year

Responsible for the creation and on-going execution of a corporate programme office:• Aligned major projects with strategic corporate objectives • Maximised the return on investment in project based activity• Ensured efficient and effective delivery of major corporate projects• Managed the inter-relationships between the portfolio of projects• Effected culture change towards project planning and execution discipline

Madrid Y Alrededores, España

Managed of a portfolio of projects with a common objective of improving the efficiency and effectiveness of back office operations.

London, Reino Unido

Conducted internal reviews of banking operations and subsequently responsible for financial management of internal IT. Achieved the capping of previously exponential growth in IT spend.

London, Reino Unido

Worked on major systems design and implementation projects for a variety of UK clients

London, Reino Unido

Conducted external audits for a varied client base

Ba Hons, Economics

Education record