An experienced management consultant, senior Customer Service business leader, project and people manager; with over two decades experience in Transformation, front/back office and field operations in utilities and financial services. More recently I have had the privilege of using my experience as a judge at the 2024 UKCX awards to recognise the best in Cx across the country. I pride myself on my EQ skills and ability to create motivated, engaged and inspired teams.- Over 20 years’ experience of operational management and leadership within large customer servicing environments, across multiple industries and disciplines - Extensive experience of leading multi-channel servicing operations with onshore and offshore teams, within highly regulated environments- Experience of managing and building relationships with key stakeholders, such as board directors, UK and offshore service providers and industry bodies - Hands-on key customer relationship/stakeholder management experience - Experience of driving significant improvements in performance and cultural change via the creation of engaged and motivated teams- Experience of implementing large scale system and cultural change - Experience of managing, coaching and mentoring staff - Selecting/managing service providers and Leading UK and Offshore Operations: - Leading Capacity Management Planning/intra-day service management to deliver exceptional service levels for customers- Data driven decision making- Leading Customer Fulfilment Processes (emails, SMS, letters, inbound/outbound payments)I have a passion for improving operations, reducing complexity and removing business/customer process waste to drive optimum customer service outcomes.My experience has enabled me to have a good gut instinct for most servicing challenges, but I also have extensive experience in insight and data to drive and improve journeys, achieving greater performance, efficiencies and ultimately profit, working within fast paced changing product areas in Customer Service, Insight and Experience operations, however my priority is always people. I have extensive experience of leading the creation of, and managing the successful delivery against multi-million £ annual budgetsI am passionate about using data in the right way for story telling, putting the customer first, and treating everyone how you would like to be treated.