Customer Feedback strategyLeading the complaints transformation programmeLeading and developing the Customer Feedback and Complaints teamsDefining key customer experience metricsCustomer feedback programme managementRoot cause analysisBenchmarkingHorizon-scanningCompliance with regulatory requirementsInsight-led improvementsC-suite level presentationsWorking with customer groups to increase engagement levels

Resident surveys and researchCustomer Service StandardsMystery shopping and Back to the Floor programmesCustomer insight frameworkContact demand reductionPerformance reporting and analysisOut of Hours service

Securing start-up investment for Internet MattersPartnership programme with Unicef UK

Change ManagementContact centre transformation programme Business process re-engineering

Start-up and establishment of BT StoresOperational process design and implementationDelivering £45m+ revenue over three yearsSetting up dedicated contact centre

Strategic planning: conducted review of digital and indirect channels. Extended existing commercial and operational parameters to deliver strategically important projects.

Between Sep 2012 and Jun 2013 took the opportunity to undertake a charitable secondment within BT. Planned and delivered interactive and inspirational learning events to over two thousand young people and their teachers to help them bridge the gap between education and the workplace. Have worked within the merchant banking, mobile telecommunications and print sectors in a variety of business strategy, analysis and planning roles.Strong track record in Partnership Management, including running joint initiatives with global brands in addition to working with a large number of social enterprises and charities.