Senior Consultant helping a variety of Businesses transform their Customer Experience across digital and operational channels. Experience ranges from CX/Service Strategy, Customer Journey mapping and experience design, Operational assessments, target operating model design and change management to improve efficiency, reduce friction and increase customer/colleague satisfaction and revenue.Sample of key achievements: Vitality Life Operational Review - Assessing feasibility of a shared… Show more Senior Consultant helping a variety of Businesses transform their Customer Experience across digital and operational channels. Experience ranges from CX/Service Strategy, Customer Journey mapping and experience design, Operational assessments, target operating model design and change management to improve efficiency, reduce friction and increase customer/colleague satisfaction and revenue.Sample of key achievements: Vitality Life Operational Review - Assessing feasibility of a shared services model and location recommendationsMcDonald’s Customer Service Strategy and Technology Roadmap - Service Strategy and recommendations for the board to reduce demand and cost through automation and journey/service optimisation.World Remit Customer Service Operational Blueprint - Evaluated benefits of outsourcing, demand reduction and future organisational blueprint in an outsourced modelThe Guardian Customer Journey Mapping Project (UK, US, AUS) - Identified large scale journey optimisations to double supporters and grow revenueRSA Johnson Operationalising Customer Metrics - Customer KPI framework and targets to measure and increase customer satisfaction in Home Insurance and Auto end to end journeys Wawanesa Insurance, Canada Claims Service Strategy and Operational ReviewRSA Commercial Lines - Operations and Trading diagnostic, assessing performance in sales, administration and retention for underwriting functions across 4 geographic sites and multiple broker segmentsICBC CX Strategy and CX Gap AnalysisSainsbury’s Contact Centre Service Strategy Support, Service Strategy, Genesys Pre implementation planning, Board presentations & Fraud StrategySt John Ambulance Shared Services - Operational Review, Target Operating Model & Service StrategyIAGL AWS Connect DiscoveryProposition development and methodologies framework design for the practice - CX maturity, CX/Service Strategy, Customer Journey Mapping, Channel strategy and Pre-Implementation Planning Blueprint. Show less

Supporting the development & launch of Personal Finance Propositions across multiple channels into Telecommunications partners customer experience.

Digital Strategy & experience head managing multiple platforms across Acquisition, E-Commerce, Representative Experience, Reporting & Training.Focusing on delivering significant experience improvement to UK representatives & customers.- Design & delivery of multiple Transformation projects including new representative joining & on-boarding experiences targeted to improve conversion by 25%.- Established Experience board to drive change & ensure cross division… Show more Digital Strategy & experience head managing multiple platforms across Acquisition, E-Commerce, Representative Experience, Reporting & Training.Focusing on delivering significant experience improvement to UK representatives & customers.- Design & delivery of multiple Transformation projects including new representative joining & on-boarding experiences targeted to improve conversion by 25%.- Established Experience board to drive change & ensure cross division prroitisation- Led End to End Journey discovery for Representatives & Customers on & offline - highlighted c200 pain points. Prioritised.- Designed & delivered significant improvements across the Representatives & Customers including revolutionalising the way you join Avon (in pilot), mobile first journeys including a new App (in pilot), new training platform.- Introduced a new incident process across multiple platforms to size, scale & prioritise incidents- Established new UX/UI & Experience team. - designed team operating model, defined role profiles, recruited & coached to establish this critical core function Show less

Omni Channel Communications Strategy development & delivery for New Current Account Customers 0-12 months on book. Behavioural led approach based on segmentation. Dynamically tailoring the experience based on customer needs & behaviours. Targeting significant increases in conversion, engagement & revenue. Pioneering new approach within Barclays.Managing stakeholders across multiple segments & profiles.Additionally design & development of new E-mail guidelines and mobile… Show more Omni Channel Communications Strategy development & delivery for New Current Account Customers 0-12 months on book. Behavioural led approach based on segmentation. Dynamically tailoring the experience based on customer needs & behaviours. Targeting significant increases in conversion, engagement & revenue. Pioneering new approach within Barclays.Managing stakeholders across multiple segments & profiles.Additionally design & development of new E-mail guidelines and mobile first dynamic e-mail templates. Show less

Customer Experience Consultant & interim Head of Customer Engagement - Management of Digital Content & CRM teams- Developed Communications Strategy & E-mails for prospects & student acquisition - on & offline through prospectuses- Development of new dynamic & behaviourial e-mail & sms end to end joining & on-boarding programme - Development of in-house e-mail build & broadcast capability - Management of Content development & Prospectuses - in-conjunction with new brand… Show more Customer Experience Consultant & interim Head of Customer Engagement - Management of Digital Content & CRM teams- Developed Communications Strategy & E-mails for prospects & student acquisition - on & offline through prospectuses- Development of new dynamic & behaviourial e-mail & sms end to end joining & on-boarding programme - Development of in-house e-mail build & broadcast capability - Management of Content development & Prospectuses - in-conjunction with new brand positioningPreviously I have managed: - Digital tender through Open Journal of the European Union (OJEU) process to support a new site development - paused January 2017- Defining Web project Functional & Non Functional requirements- Supported the Customer Experience team to redefine and improve the student experience. - Led Enquirer journey and On boarding redesign and implementation. Including the development of a new CRM Program, Welcome Strategy and test - increased new student retention & hit ROI of 1:53, hit or exceeded student targets by up to 15% across multiple intakes. Show less

Delivered new npower "Brilliantly Reliable" branding & brand positioning across all divisions to all customer segments within 6 monthsProject managed & deliver all activities to support new brand positioning across all touchpoints , defined scope and implementation across Business (Domestic, SME, I&C, ES, Digital) to re-brand including Site, Collateral, Campaigns, Business tools & npower.comDeveloped internal & external adoption of brand through development of Tools , TOV training &… Show more Delivered new npower "Brilliantly Reliable" branding & brand positioning across all divisions to all customer segments within 6 monthsProject managed & deliver all activities to support new brand positioning across all touchpoints , defined scope and implementation across Business (Domestic, SME, I&C, ES, Digital) to re-brand including Site, Collateral, Campaigns, Business tools & npower.comDeveloped internal & external adoption of brand through development of Tools , TOV training & IVREngaged the business Customer Experience Delivery – journey mapping, journey redesign, communications design & build of all service communications excluding bill across multiple channels (letters, e-mail, SMS)Development of central communications & Governance processDevelopment of a Strategic solution for communications to improve functionality, speed of delivery and reduced costsCommunications 2015-2017 Planning & Budget managementKey achievements included:• npower re-brand completed including .com, social, app's, physical environment, marketing communications, service communications including bill, vans, uniforms, internal documentation• TOV training course developed & implemented customer facing areas, including QA standards• Development of brand hub including full guidance & assets• Site proposal to increase internal brand adoption and working model agreed • IVR Strategy to support new brand positioning• Development of Communications Rebuild team , recruiting resource, developing working practices/behaviours & priorities across the team to redesign customer experience.• Redesign & build of npower top communications• Journey mapping & communications strategy across signature communications & remaining service journeys excluding bill to deliver a significantly improved customer experience• Service communication’s agency pitch & selection• Defined requirements for a new Strategic Solution to deliver npower Service Communications Show less

I worked with at NFU Mutual initially determining digital strategy ahead of RDR. This lead to agency pitch & selection, new site design & build, new hosting provider, incorporation of CMS, new digital processes (agile scrum) & governance.Post launch I acted as the Interim Head of Digital continuing to optimise the NFU Mutual site & manage the digital team & resources..Activities completed:Competitor auditDigital StrategyDigital PitchDigital governance… Show more I worked with at NFU Mutual initially determining digital strategy ahead of RDR. This lead to agency pitch & selection, new site design & build, new hosting provider, incorporation of CMS, new digital processes (agile scrum) & governance.Post launch I acted as the Interim Head of Digital continuing to optimise the NFU Mutual site & manage the digital team & resources..Activities completed:Competitor auditDigital StrategyDigital PitchDigital governance processBehavioural research & development of Digital PersonasSite design, build & testingContent migrationDevelopment of tools and calculatorsNew team structureUserability research & optimisation recommendationsMulti-variant testingSEO Strategy including local searchLanding page buildMonthly agile sprintsNew e-mail provider & templatesContent Management Training Show less

Group position to maximise learnings and efficiencies across operating companies.Brand governance Media strategy and planning

•To provide marketing expertise to Acquisition and Customer Value Management teams•Lead and coach Marketing Communications and Digital Marketing team •Develop Marketing communications strategy and implementation for Direct to Consumer Acquisition and CVM marketing•Key focus on Digital communications, PR and Direct mail•Manage internal and external relationships, including Senior Management & Executive’s•To develop direct to consumer specialist capabilities within the… Show more •To provide marketing expertise to Acquisition and Customer Value Management teams•Lead and coach Marketing Communications and Digital Marketing team •Develop Marketing communications strategy and implementation for Direct to Consumer Acquisition and CVM marketing•Key focus on Digital communications, PR and Direct mail•Manage internal and external relationships, including Senior Management & Executive’s•To develop direct to consumer specialist capabilities within the team•Define Digital Content Strategy and implementation on Consumer, Retail , Corporate and Employee sites•Support launch of new web sites across Consumer, Retail (B2B), Corporate and Employee•Support Key business projects through Steering Committee representation and implementation through Direct to Consumer & Digital Team•Manage and build relationship with range of agencies including Dare, Bigmouth, Mediacom and VCCP Show less

• Responsible for building Brand Equity of Bank of America and MBNA in EMEA• Remit of role includes determining Strategic Brand direction, through to implementation planning and delivery across Europe for Bank of America and MBNA brands• Development of Credit card products to support new brand positioning• Managing brand budget up to $35million• Management of brand and communications agencies (ABTL and BTL)• Agency management of WPP Agency Group: The Brand Union, Everystone… Show more • Responsible for building Brand Equity of Bank of America and MBNA in EMEA• Remit of role includes determining Strategic Brand direction, through to implementation planning and delivery across Europe for Bank of America and MBNA brands• Development of Credit card products to support new brand positioning• Managing brand budget up to $35million• Management of brand and communications agencies (ABTL and BTL)• Agency management of WPP Agency Group: The Brand Union, Everystone Consultants, Y&R (Swarm), Wunderman Cato, Schematic and MEC• Development and execution of brand platforms and guidelines• Determining requirements and managing Brand and Consumer research• Ongoing Brand management and Governance• Key liaison point for all Brand discussions across Europe with USKey achievements included:• Brand strategy, brand platform, guidelines and ABTL and BTL communications development for repositioning MBNA in UK – phased Q4 2010 to February 2011• Brand education across the business and to third party agencies – Q3 2010• Educated and shared learning’s with Senior China Construction Bank Managers and Canada marketing leadership team – Q2 2010• Development of Bank of America EMEA Brand platform and guidelines – Q2 2009 Show less

• Responsible for the implementation and delivery of Acquisition Marketing Plans for Halifax and Bank of Scotland Credit cards across ABTL & BTL channels• Maintaining competitive advantage through Product management. Acquisition Product development and launch of new network products. • Management of the network campaign team and advertising agencies.• Marketing Distribution Channels: Halifax branch network, Halifax Estate Agencies, Agencies, Bank of Scotland branch… Show more • Responsible for the implementation and delivery of Acquisition Marketing Plans for Halifax and Bank of Scotland Credit cards across ABTL & BTL channels• Maintaining competitive advantage through Product management. Acquisition Product development and launch of new network products. • Management of the network campaign team and advertising agencies.• Marketing Distribution Channels: Halifax branch network, Halifax Estate Agencies, Agencies, Bank of Scotland branch network.• Key communications link with Group Marketing for Credit Cards acquisition team• Project team member for group multi product initiatives and above the line credit card activity for new product launch• Support Event Marketing team for branded activities.Key achievements included:• Network launch and Outdoor Campaign for the New Halifax One Card and Bank of Scotland One Card featuring 0% 9 months and risk based pricing. Managing TV, Press and Outdoor for Card.• Development of ABTL campaign liaising with Group marketing and Leagas Delaney• Development of 2004 Network Sales and Marketing Strategic Plan• Network launch of new products including “Clear” card and H2X• Initiation, Development and Implementation of HBOS September Promotion – 0% 9 months• Development and Delivery of Marketing Communications Plan for 2002 & 2003• Development and launch of a new Flat rate credit card • Delivery of projects including major terms and conditions harmonisation projects• Launch of various Network Marketing Campaigns in Bank of Scotland and Halifax networks• Launch and development of innovative internal communications including branch radio Show less

• Responsible for the implementation and delivery of Marketing Plans for the Goldfish credit card for Acquisition and Loyalty Marketing.• Management of the campaigns team • Management of DP&A advertising agency (later FCBI)• Marketing Channels: Direct Mail, Inserts, Internet, Member Get Member, Balance transfers and Direct Field Sales.• Migration project following the end of Goldfish and a joint venture with HFC to become Goldfish Bank.Key achievements… Show more • Responsible for the implementation and delivery of Marketing Plans for the Goldfish credit card for Acquisition and Loyalty Marketing.• Management of the campaigns team • Management of DP&A advertising agency (later FCBI)• Marketing Channels: Direct Mail, Inserts, Internet, Member Get Member, Balance transfers and Direct Field Sales.• Migration project following the end of Goldfish and a joint venture with HFC to become Goldfish Bank.Key achievements included:• Delivery of Marketing Communications Plan for remainder of 2000• Delivery and Development of the Marketing Communications Plan for 2001• Development of the migration marketing plan to Goldfish Bank• Launch and development of the Goldfish Travel Service• Launch of the Goldfish Travel Website• Launch and development of the New Goldfish Wine Service• Management of the Credit Card Marketing team and Agency during period of major change• Goldfish Bank notification and launch communications Show less

Managed Marketing Planning & Execution of campaigns for Corporate Partners including Barclays Insurance & Kwik Fiit. Campaigns included Direct Mail, In-branch & Telephone Marketing.