Laurence Fox, Ccxp Email & Phone Number

Melbourne, Victoria, Australia

The CX Manager role for Kapitol Group is a new position and I'm excited to develop and lead the CX programme for the business. We will start to look at the current state before building a CX strategy and developing a more customer centric organisation.In my time with the business we have launched a new company value, Customer-Centric, introduced a feedback loop with customers and rolled out training to all staff

Melbourne, Victoria, Australia

I’ve established FoxCX as a bespoke customer experience consultancy to help organisations understand the perception their customers have of them and then improve that experience to enhance satisfaction, loyalty and recommendation.There are four areas that FoxCX focuses on to improve the experience:Customer Insights and Understandingo Assessing and designing voice of customer programmeso Identifying customer and employee touchpoints through journey mappingo Determining gaps and research strategies to address deficiencieso Collecting experience feedback from customers and employeesCX Strategyo Creating a CX Strategy with senior business leaders that aligns with organisational strategy, goals, and brand values and attributes o Determine the strategic focus, business case, and tactics into programmatic components o Develop a plan for communicating the CX strategy to stakeholdersDesign, Implement and Innovateo Utilise customer insights to define and prioritise experience requirements and opportunities o Establish and facilitate a defined CX design process o Implement the CX design o Integrate processes and tools for continuous customer experience improvementsCX Culture and Accountabilityo Assess and determine ongoing strategies for sustaining a customer-centric culture o Manage and maintain executive accountability for CX strategy

Australia

During my long service leave my family had the trip of a lifetime by caravanning around Australia.

Melbourne, Australia

I was responsible for the development and management of the Customer Experience programme at SHAPE: CX strategy development for the business working alongside the overall strategic objectives Manage CX Leaders (14) located across Australia including a State Leadership Team member in each state Voice of customer programme (VOC), including the integration into existing processes, creation, management, and distribution of all external client surveys using Qualtrics and later SurveyMonkey Enterprise VOC programme included analysis and reporting of insights to the Executive Team and State General Managers  Integration of VOC into Salesforce CRM with contacts and opportunities shared between systems Reporting of VOC survey results as part of the business’ balanced scorecard along with the development of dashboards using Salesforce and Tableau National face-to-face feedback sessions with SHAPE clients, client consultants and architects to gather insights into their experience working with SHAPE Build a culture of Customer Experience excellence including training all employees in CX principles and delivering regular CX updates of results and insights across the business Design, implementation, and innovation of all CX initiatives including How to WOW Plans, CX Checklists, CX Tool Kits and others Lead an external CX app including idea development, management of tender process with developers and UX design using Agile project management Development and management of internal best practice CX website including journey mapping, moments that matter opportunities and a gallery of innovations Research of industry innovation, business case development and implementation into the business Manage and develop Subcontractor Engagement Plans with teams from across the business and report on their progress

Melbourne, Australia

After a six-month work exchange from the UK, SHAPE asked me to make a permanent move to Australia to launch and manage their first CX initiative, Perfect Delivery, an organisation wide and cultural change both for SHAPE and the construction industry in Australia. Perfect Delivery took the organisation from a score of 53% to 90% for on time, defect free completion signed off by clients, consultants and architects (not by the business itself). A national roll out of Perfect Delivery to 350 employees including face to face training across Australia On-going training to all new starters which included project tours and “get to know you” sessions Build a culture of success to show non-believers what was achievable to ensure they got onboard. This included video development with recording, editing and sharing of media to the business Development and management of a reward and recognition scheme associated with successfully achieving Perfect Delivery Manage the SHAPE Preferred Partner Programme, a programme to engage SHAPE subcontractors to help win work for them and SHAPE Report all Perfect Delivery results to the business on a monthly and annual basis Manage 7 Perfect Delivery Partners located around Australia Run and develop Perfect Delivery forums with the Perfect Delivery Partners Develop and manage an offshore workforce to collate and produce Operation and Maintenance manuals  Undertake Perfect Delivery Project Tours to share best practice and innovation

As Perfect Delivery Manager I was ultimately responsible for sharing best practice and innovation around the company. I developed a best practice manual that was issued to the majority of staff. I was also heavily involved in the roll out of a 2 day Customer Experience training course to Morgan Lovell and a large section of Overbury. Two-day CX training course to over 200 new starters CX specific training to project teams Face-to-face feedback sessions with clients, consultants and architects Perfect Delivery reporting to the business and section heads Perfect Delivery site tours every two weeks to share best practice and innovation to a group of employees

My roles and responsibilities included the general day to day running of fit out projects including health & safety, project programming, sub-contractor management, quality and information flow.

Education record

Education record