David Dickins Email & Phone Number

Haywards Heath

London, United Kingdom

At Ember, we help our clients maximise the value from their customer engagement & CX initiatives. Our capabilities include; specialist management consultancy, training, analytics and executive search. We’re joined by a shared ethos, of doing the right thing for our clients, and a shared focus on the customer experience and how to improve it – with the end goal of increasing value for our clients.

Brighton, United Kingdom

Bracknell

Responsible for Sales and Service operation of Direct Line until January 2007, then for the Motor Sales and Service Operations of RBS Insurance (Direct Line, Churchill, Privilege, and Green Flag) until January 2008.

Full P&L responsibility for the European Division of ICT Group, a NASDAQ listed US Customer Contact Management Company. ICT provides outsourced customer management solutions to major blue chip clients including Lloyds, Capital One, and GSK. Services range from customer acquisition, through customer service (telephony, email and web support), to customer retention.

Responsible for developing and enhancing the customer service model for NatWest's corporate franchise for International Trade & Banking Services, including NatWest's International Banking Centre (IBC) network and NatWest’s Electronic Banking Services operation (EBS). From 1995 I led a major BPR initiative that focused on changing the culture to produce a step change in customer service, while simultaneously reducing costs.

Responsible for Risk Management, Information Services, and Finance, I was also Deputy Head of Credit Card Division. Over the period I facilitated 65% growth in NatWest's US Credit Card portfolio from $670 million to $1.1 billion.

Ba, Mathematics

Education record