Hazel Anderson Email and Phone Number

Leads a high-performing Professional Services team within the Customer Experience business line to understand blue-chip clients’ CX needs, conduct meaningful and relevant research with clear recommendations, and advise businesses on successful transformation.• Created and developed Ipsos’ Voice of the Customer (VoC) Audit product. This research helps businesses to understand the sources of structured and unstructured feedback in use, and how effectively they are working. Report recommendations include survey interaction events, reporting requirements, data quality, closed-loop processes and more.• Key CXPS contact for numerous clients across Finance, Telecoms, Logistics, Technology, Healthcare, and more. Using expert advice to build trusted relationships that help shape companies’ CX design - be it service models or feedback capture. Independent management of pipeline, from RFQs and opportunities from QBRs and developing engaging and meaningful proposals.• Customer Journey Mapping lead, with a proven track record of delivering insightful and actionable customer journey maps for clients.• Owned numerous large-scale Qualitative research project from brief to final deliverables; including concept tests, diary tasks, guided interviews, and focus groups. These have included industries such as Technology, Law, telecoms, recruitment and more

Owned the ongoing development and management of Customer Portals, including Salesforce Customer Communities.• Worked closely with key enterprise customers to understand which features and improvements would drive the most significant impacts to their experience, and then brought this to life through work with our Salesforce delivery partners and in-house Dev-Ops teams.• Drove engagement with Customer Portals, and customer-centricity more widely, within the business. Serving as the voice of the customer on the Digital Team, my role was to ensure we balanced their experience with operational efficiency. • Introduced the first Salesforce Gamma Customer Knowledge Base and several new contact case types, widening customers’ self-care capabilities.

Lead a team working on a vast variety of transformational projects and business improvement initiatives based around removing customer effort.• Completed a customer-centric review of all VM communications, creating a master database to enable easy journey mapping, and looking for opportunities to improve the communications we send. Introduced a new text in the Faults journey that dramatically decreased wasted trucks, and examined the rules around bereavement comms, removing some highly inappropriate automated messages. • Redesigned the customer payment journey, removing as many barriers to self-care as possible. By making improvements to the IVR app, mobile apps and the website, there was a huge, and lasting, increase in self-care adoption. • Rolled out a new and enhanced diagnostic and automation system to over 3k agents across the globe. This included development, testing, training and embedment of the system. As a result, the business saw huge cost reductions from lower call handling times, increased resolution rates and a reduction in service trucks.• Owned the ongoing development of the main CRM system through agile methodology. Worked with key stakeholders from across the business to understand and prioritise change opportunities, and then manage them through the development cycle and subsequent roll out.

• Insight Creation – delivered rich, actionable insight through thematic analysis that drove performance improvements in customer experience, cost to serve and value management.• Partner Relationships – built and maintained relationships with a third party provider, driving consistent performance. • Compliance Monitoring - monitored business compliance against strategic and regulatory objectives, took a proactive approach to identifying areas of noncompliance and taking corrective action.

• Coaching - coached and developed employees on customer service skills and principles • Risk-Based Analysis – designed and completed multiple pieces of Risk-Based Analysis in order to identify root causes of key issues• Continuous Improvement – worked closely with the Operations to identify top opportunities for improvements from KPI reports and observations• Compliance checks – ensured agents are compliant to all regulations, for example the Data Protection Act, the Distance Selling Act and OFCOM regulations regarding raising complaints cases.