A true driver for transformational change with an operational and commercial mind set, alongside in-depth knowledge of the customer experience across operations, sales, self-serve, management information and service delivery. - Proven ability in understanding organisational processes and pain points, and able to articulate the return on investment for change.- Versatile, enthusiastic, energetic and positive with a variety of readily transferable skills across any sector where the customer experience is paramount.- Commercially and ROI focussed.- Track record in managing change and transition, delivering results in major change programmes.- Strategic leadership abilities, gained in high profile environments, with significant experience in the specialist hotel, travel and conference sector.- Experienced in engaging across multi-stakeholder, multi-sites and multi-nationally.- Experienced working amongst IT solutions teams and translating Business. Key Areas of Expertise- Service optimisation- Contact centre structure and management- Identifying opportunities to maximise online and self-serve- Resource management and optimisation- Business process mapping and change management - Translation of client and business needs to functionality - Project Management- Leadership