• Operational management of Customer Experience Programs and processes across different feedback gathering methods including transactional, panels (blind), web links and F2F interview• Vendor management including Request for Quotation (RFQ) activity, contract terms and renewals, Statement of Work development• Partnering with specialist Customer Experience management and research companies to develop their platforms to meet bespoke customer research requirements• Updating Customer Experience Programs and processes to maintain ‘fit for purpose’ in ever changing climate of stakeholder group re-organisation, strategy and priorities• Leading Customer Experience survey questionnaire redesign and supervision of translation into multiple languages, development of process flow, training and guideline documentation• Collaborating with Customer Experience & Quality Teams in EMEA, Asia Pacific and the Americas to successfully implement and conduct Programs in 20 languages, monitoring program performance and data integrity• Analysis of Voice of the Customer qualitative and quantitative data gathered, supporting development of text analytics • Establishing regular communication cadence with key stakeholders and organizations providing reporting and insights to enable them to take action and drive improvements• Mentoring new members of the Customer Experience team• Ensuring compliance with European General Data Privacy Regulation (GDPR)

(formerly HP)• Managed HP’s primary relationship assessment program for the Europe, Middle East & Africa (EMEA) supporting multiple languages across 27 Countries• EMEA representative in the Global Customer Research and Insight Team to ensure EMEA needs were encapsulated in customer feedback programs• Provided analysis and reporting to EMEA stakeholders, supported Global level reporting and 'Closed Loop' improvement planning phase • Member of EMEA Customer Advocate Team, providing leadership and support to selective Customer Experience projects, initiatives and forums

(formerly HP)• Active member of Customer Experience project teams, for example, developing a Global performance management reporting dashboard• Established and managed a review and action planning forum to act upon and improve results from a service & support event transactional customer satisfaction survey• Administered the annual business planning cycle for the EMEA Technology Support Managing Director

(formerly Compaq)• Managed a team of Procurement Engineers providing technical support and repair vendor technical management to the spares supply chain across EMEA with responsibility for spare part quality & availability.• Financial accountability for multi-million dollar engineering budget from Business plan forecast through to delivery within budget • Project Managed outsourcing of repair centre