Led multi-lingual CS teams across EMEA, with 25+ members across 9 markets. Designed and deployed strategic direction, introducing 'chat-first' approach, boosting chat volume and reducing email/voice contact.Established international QA framework, lifting NPS from 58 to 63 in 3 months. Designed and launched 'surprise & delight' programme, encouraging agent autonomy and the ability to deliver unexpected, unique experiences.Innovated contact form structure, cutting contacts per resolution. Developed self-service hub covering 20% contact reasons. Revamped KPIs to focus on quality, compliance, efficiency, and introduced agent incentive program. Created reporting suite for data analysis, identifying trends and actionable insights. Transformed CSat survey across EMEA countries, focusing on agent behaviours.Optimised refund process, removing 30% manual steps. Developed case ownership policy, reducing resolution time. Fostered strong relationships with internal stakeholders, facilitating effective communication. Oversaw recruitment and workforce planning across markets. Enhanced team development through collaboration, communication, coaching, and talent cultivation. Collaborated with insurance providers and technical consultants to address escalated customer complaints, safeguarding brand reputation and ensuring best customer resolutions.

• Led internal and external Customer Services teams across the UK, Sweden, Brazil, and Benelux, totalling 140+ team members.• Spearheaded initiatives to enhance customer experience, reduce costs, optimise team efficiency, and ensure accurate forecasting.• Developed and implemented customer service strategies that exceeded member expectations while achieving cost reduction goals.• Created a channel strategy resulting in improved headcount efficiencies, streamlined contact channels, and reduced third-party and internal spend.• Analysed detailed customer feedback data to identify key trends and swiftly developed customer-focused solutions.• Provided leadership, coaching, and development to both internal and external team members, fostering alignment with organisational goals.• Established a comprehensive reporting suite and delivered weekly and quarterly business updates to leadership.• Managed annual volume forecasts across all contact channels and owned the department P&L.• Successfully negotiated contracts with third-party vendors, securing favourable terms and cost savings.Notable Achievements:• Designed and implemented a transformative behaviour-led global quality assurance standard, leading to a global increase of >9% in customer satisfaction (CSat) across all markets.• Achieved cost savings exceeding £1.2 million per annum through strategic initiatives, including the closure of the UK chat function, sunsetting email channels globally, and launching a chatbot that reduced live chat volumes by 50%.• In-sourced UK & Benelux vendor operations and renegotiated the Brazilian vendor contract, halving proposed cost increases while improving contract terms.• Elevated cancellation retention on UK voice services from 4% to > 25%.• Led the most successful CS team in the global organization and increased CSat KPIs across all markets within 3 months of taking responsibility.

• Led a multi-site team of 15 permanent and casual workers• Implemented outsourcing of projects to offshore resource centres and international partner agencies saving £200k pa• Responsible for an annual departmental budget in excess of £1M• Developed a proprietary system of analysis for a government client• Integrated workload from legacy areas of the business into central team• Managed budgets and schedules of studies in progress • Monitored and implemented site-wide compliance requirements relating to company level quality policies, international and industry standards• Worked directly with COO with responsibility for driving behavioural changes at a local level in line with the company-wide philosophy

• Supported the Board & Executive Coaching, Assessment and Learning &Development teams in providing high-level programmes to clients.• Promoted, developed and managed client relationships.• Managed and executed timely and accurate monthly invoicing requirements.• Conducted monthly analysis of profit margins on a project-by-project basis.• Arranged and resourced multi-client workshop events.• Produced marketing materials including flyers, case studies and graphics.• Solved problems proactively to ensure an outstanding client experience. • Monitored aged debt reports and delicately liaised with clients to ensure payment of invoices. • Delivered regular revenue forecasts to the business.

Developing the strategy for transitioning all surveys from legacy TNS teams and systems based in High Wycombe to Kantar Operations based in Warwick, including timescales, budgets, quality and staffing concerns. Negotiating details of the transition of staff and specific projects with stakeholders. Ensuring business continuity for clients. • Managed the transition of projects from a closing office to a new team; including timescales, budgets, quality and HR concerns.• Ensured business continuity for internal and external clients.• Monitored and controlled quality on transitioned projects. • Represented colleagues to Director / HR panel during the acquisition of the business involving negotiation of packages for colleagues facing redundancy.• Supervised of the coding of the Scottish Crime and Justice Survey - the method by which crime levels in Scotland were monitored and recorded, influencing national government policy.• Created bespoke technical solutions to complex tasks falling outside of the standard scope of the department using complex MS Excel techniques. • Conducted training seminars for large groups of colleagues.

Management of multiple projects concurrently, working to time deadlines and budgets. Supervision of a team of coding staff and typists. Management of the Coding department in the manager’s absence.• Supervision and management of a team of 20 contractor staff, allocation of work to coders and supervision of their timesheets. • Formulating and negotiating budget quotations for prospective projects (multi-country, cross-border).• Project managing budgets and schedules of studies in progress.• Key team member in designing the analysis process the Scottish Crime and Justice survey.• Responsible for departmental quality, sitting on the company-wide Quality Forum, conducting internal quality audits and ensuring compliance with regulatory bodies (MRQSA, ISO 20252 and ISO 9001).

Qualitative research project manager.