Iain Shorthose work email
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Founder of Experiences Matter, Customer and Workplace Strategist and Practitioner.As a customer and workplace experience specialist, I have led and advised on the development and delivery of strategies, propositions, and people development across both the private and public sectors; for B2B and B2C organisations.Employed at executive board level, and operating as a senior consultant and practitioner, I have worked with some of largest UK and Global organisations; from those with clear value propositions, to brands with commoditised offerings and operating in highly regulated industries. Benefitting from over 20 years’ experience, I have developed and delivered customer and workplace strategies, regardless of physical location, channel or the consumer of that space, product, or service. I have a track record of delivering commercial, customer and employee value.I have worked with organisations to establish customer experience strategies that are sustainable, offer a compelling reason for change, and engage its people. As a direct result, I have delivered quantifiable benefits to acquisition, growth, retention, and cost-to-serve targets, whilst increasing customer and employee satisfaction. In 2019, I developed and introduced a market leading workplace effectiveness measurement tool. Working with customers across Media & Broadcasting, Telecommunications, Professional Services, Manufacturing and Government, I delivered measurable ROI for the built environment. This includes increased employee productivity, real-estate optimisation, retention, and attraction of top talent, as well as meeting organisational goals for success.By truly understanding the relationship between people, technology, and the built environment, I have delivered workplace strategies that focus on creating inclusive environments that support the productivity and wellbeing of employees, regardless of who they are or the role they play. ---------------------------------------------------------------------------------------------------------Specialties: Customer Experience Creation, Workplace Experience and Design, Workplace Place Performance, Customer Success, Customer Journey Mapping, Customer Service Delivery, Field-Based Operations, Business Change/Transformation, Contact Strategies and Customer Communication, Direct and Brand Marketing, Customer Insight and Measurement, Process Improvement, Reducing Cost-to-Serve, Proposition development
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Managing DirectorParagon WorksLeeds, Gb
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Managing DirectorParagon Workplace Solutions Feb 2024 - PresentLondon, England, United Kingdom -
Global Workplace Experience DirectorParagon Workplace Solutions Jun 2022 - Feb 2024London, England, United Kingdom
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Non Executive DirectorWdh Jul 2023 - PresentWakefield, England, United Kingdom -
Founder Of Experiences MatterExperiences Matter Jan 2022 - Present -
Non Executive DirectorRnli Feb 2019 - Jun 2023Non-Executive Director role supporting the RNLI across both commercial performance and customer experience strategy. -
Director Of Customer & Workplace ExperienceMitie Dec 2020 - Jun 2022London, England, United KingdomReporting into the COO, my role is to develop and deploy Mitie's Customer and Workplace Experience propositions that support our strategic customers across both private and public sectors.As we work to support our customers through COVID, my role is focused on working with Mitie customers to develop future workplace strategies and support the delivery, along with the resulting change management (cultural and physical). Ensuring the workplace meets employee needs and supports employees to be productive, regardless of their workplace based activities and agile working preferences - supporting individual and collective wellbeing. The recent development and introduction of Sphere (workplace measurement tool) enables me to work with customers to identify where the workplace effectively supports different employee groups, and where improvements are required to establish the future workplace as a destination, whilst creating a workplace experience to aid the retention of top talent, support D&I strategies and create an environment that gets the most from employees, supporting business success. -
Director Of Customer & Workplace ExperienceInterserve Jan 2020 - Dec 2020Reporting into the Support Services Board, I was responsible for developing and delivering customer and workplace strategies that support a diverse and challenging customer base across all sectors, both private and public. -
Director Of Customer ExperienceInterserve Nov 2015 - Jan 2020London, United KingdomReporting into the Executive Director, my responsibilities are to develop and implement a Customer Experience Strategy that will deliver Interserve’s strategic outcomes. With a revenue of £3.6bn and over 80,000 colleagues worldwide, Interserve are a diverse organisation. Focusing on the Support Services Division (T/O £1.8bn and 55,000 employees), the customer experience strategy positively impacts the business and consumer experience of Interserve’s customers across both Private and Public sectors. The resulting customer proposition is now supporting the acquisition of new customers, as well as the growth and retention of existing. As a direct result of the Customer Experience Strategy, the retention rate by value has increased by 50% in 2 years.Focus sectors include Health & Education, Retail, Corporate and Professional Services, Manufacturing, Industrial & Regulated, as well as Central and Local Government. Customers include, BBC, Nissan, NHS, Boots, Sainbury's and broad range of Government Contracts including the Foreign and Commonwealth Office.
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Global Customer Experience LeadPremier Farnell Jul 2014 - Oct 2015Leeds, United KingdomPremier Farnell has a turnover of £1bn and employs 3,500, globally. Supporting the Global Business Transformation programme, I was responsible for leading Customer Experience design and change.Whilst defining the desired target operating model for the Premier Farnell’s global footprint, as part of the global transformation team I was responsible for ensuring the future-state design met with Customer expectations and would future-proof the multi-channel Customer experience and support Premier Farnell’s global growth aspirations. -
European Head Of Customer Propositions, Product & Supplier MarketingPremier Farnell Jul 2013 - Oct 2015Leeds, United KingdomCustomer Experience Change Lead - GlobalProposition DevelopmentMulti-Channel MarketingPaid Media & Affiliate ChannelsSupplier and Product MarketingSupplier Experience - Up-stream
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Customer Experience - Senior ConsultantMulberry Consulting Nov 2012 - Jun 2013London, United KingdomContracted to Premier Farnell - a Global, high-service retailer. Developing the Customer Journey and Customer Experience Strategy whilst leading their European Customer Experience Team.Established in 2002, Mulberry Consulting is an internationally recognised leader in the provision of effective solutions for improved customer experiences. Mulberry’s approach to Customer Journey Mapping has been widely recognised as best in class and the business is a global thought leader in its areas of expertise. Mulberry’s impressive international client list includes American Express, Emirates, Tektronix, Vodafone, Lexmark, UPS, RBS, Aviva, Skandia, Reed Elsevier, Fidelity, Aeroplan and Harvard Pilgrim.
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Head Of Customer Service Experience & Operations (Group)Everest Home Improvements Jan 2008 - Nov 2012Cuffley, HertsA member of the Executive Board, and reporting to the Chief Executive of this Private Equity owned business, I led the business transformation of Everest embracing more than 30 locations. This resulted in a sustainable increase in profits through the quality of customer service and growth, despite the downturn, by increasing market share. Responsible for the end-to-end customer experience within the Everest Group, my achievements included:Developed and delivered a 3 year Customer Service strategyTransformed the Everest Customer Experience to become best-in-classIncreased Operating Profit (Gross) by 8%17 point (39%) Net Promoter Score increase Employee Engagement improved by 25%Responsible for the multi-channel Customer Experience of Everest’s 500,000 warranty customers, my successes include:Designing and delivering the future-state Customer Experience; Online, Telephone & Face-to-FaceCentralised the Customer Service function into a single siteReduced the cost-to-serve by 28% Increased annualised up-sell revenue by 100% in 12 months Increased Net Promoter Score by a further 5 points (8%) -
Customer Experience Lead - Proposition DevelopmentE.On Uk Jul 2007 - Dec 2007Nottingham, United KingdomIn this fixed-term assignment for the UK arm of the major German power utility, I was asked to design the customer experience elements of a new home services division. Responsible for taking to Market the 'Challenger' product to British Gas' HomeCare:Designed the product architecture and service propositionEstablish routes to Market using the Energy infrastructureDevelop the Operational platform for the service productsIntroduce Net Promoter Score as the Brand Barometer -
Head Of Brand Customer ExperienceBritish Gas Business Apr 2005 - Jul 2007Windsor - Leicester - OxfordReporting to the Commercial Director, I was responsible for leading a cross functional team - creating and delivering the Branded Customer Experience for both SME and Corporate customers. This work contributed to BGB becoming the most successful B2B energy supplier in the UK. My achievments included:Introduced market-leading service proposition to 1 million gas/electric customersImproved over 6.3 million customer interactions in a single yearMigrated the full customer base onto SAP billing system with 100% customer retentionIntroduced Net Promoter Score and increased by 20% in 6 monthsImprovements forecast to deliver over £5m cost benefit in '07 -
Senior Customer Experience ManagerBritish Gas Oct 2003 - Apr 2005WindsorReporting into the Head of Customer Experience, and leading a small team, I was responsible for defining and delivering the customer experience that would be delivered through 6,000 employed and contracted engineers:Established the key drivers of customer dissatisfaction for over 3.4m customersIdentified £25m of cost savings by improving the end-to-end customer experienceIncreased the retention of service products by 16%Delivered £10m over 2 years in process improvements -
Marketing Manager - Product DevelopmentBritish Gas Jan 2003 - Oct 2003StainesResponsible for the development of new propositions and taking them to Market:Developed and launched Landlord proposition through B2B and B2C channels supported by robust Marketing PlanProject managed the introduction of various new products though the existing Operational infrastructureImproved process efficiencies across multiple channels
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Senior Marketing Coordinator - Acquisition And RetentionCentrica Aug 2001 - Jan 2003StainesResponsible for all outbound (In-house and Outsourced) Telemarketing and Retention Teams:Managed data and performance across all sitesResponsible for all 3rd party management and contractsLed national team of Sales Coordinators to meet and exceed new business targetsDeveloped 'test and learn' team to maximise customer contact and salesIncreased overall sales performance by 7%Introduced 3 new data sets delivering an incremental 4% uplift
Iain Shorthose Skills
Iain Shorthose Education Details
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Influencing Strategies And People -
Teddington, LondonCredit -
UkifTeam Coaching
Frequently Asked Questions about Iain Shorthose
What company does Iain Shorthose work for?
Iain Shorthose works for Paragon Works
What is Iain Shorthose's role at the current company?
Iain Shorthose's current role is Managing Director.
What is Iain Shorthose's email address?
Iain Shorthose's email address is ia****@****o.co.uk
What is Iain Shorthose's direct phone number?
Iain Shorthose's direct phone number is +4412150*****
What schools did Iain Shorthose attend?
Iain Shorthose attended Hult Ashridge Executive Education, Teddington, London, Ukif.
What skills is Iain Shorthose known for?
Iain Shorthose has skills like Customer Experience, Strategy, Management, Change Management, Cross Functional Team Leadership, Stakeholder Management, Leadership, Business Strategy, Customer Satisfaction, Process Improvement, Sales Management, Customer Insight.
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