Karen Dooks Email & Phone Number

Brough, Gb

York, United Kingdom

Own and lead the organisational change agenda for Customer Experience (CX) Directorate, consisting of c.2500 frontline and remote employees; influencing and driving effective Change Management techniques to support successful change deliverySupport the realisation of change requirements whilst not negatively impacting the day to day operation; where necessary, realign and prioritise activities to optimise the timing of the release of project deliverablesImplemented post go-live support process for large scale change programme, personally supporting front line managers to drive issue resolution and ensure ownership and accountability from the wider business. Delivered a reduction in issues raised post release by 70%Created and manage a cross functional roadmap of future change tracking over 200 projects and initiatives, proactively informing business decision making, ensuring change is aligned to strategic prioritiesImplemented change management techniques, such as business impact assessments and business readiness tracking, with regular reporting to senior management detailing key impacts and potential mitigationsUsed established change management frameworks, such as Kotter and Lewin, to coach and support managers in delivering change to their people, including driving the importance of embedding change after project delivery

Leeds, United Kingdom

Utilised Agile methodologies to identify and deliver rapid and innovative change through a large-scale programme of IT changeSupported the product owner through all aspects of the project during notice period due to redundancy, continuously seeking new ways of working and flexibly working across various roles to ensure tasks are completed within deadlines

Leeds, United Kingdom

Managed and delivered a plan of engagement and change activity to successfully achieve a modal shift to 25% car sharing and 32% by sustainable and active travel. Supported the delivery of reliable travel and parking solutions within a large and varied project team, consolidating over 1300 employees into one site, through the implementation of a solid action plan of initiatives and incentives.

Hull, United Kingdom

Managed the business readiness workstream introducing Smart metering into the small business segment; part of a large-scale technical design and implementation programme with a total programme budget of over £250 million, impacting more than 70% of business processes and regulated by the UK governmentPerformed a leadership role across multiple business segments, driving performance of project timescales and confidently influencing timely approval of formal project documentation at all stages

Developed and delivered a variety of tactical initiatives and strategic changes with a focus on customer experience improvements, supporting the Customer Service business plan to reduce cost-to-serve and customer effort

Hull, United Kingdom

Managed a variety of call centre telephony systems including Avaya and Verint, serving over 200k customers whilst supporting senior management with tactical and strategic solutions to improve call centre KPIs.Shaped and developed a team of senior analysts to develop and analyse a variety of MI performance reports, actively mentored and coached team members to support a solid succession plan

Hull, United Kingdom

Led and developed a team of 10-12 call centre advisors with a strong focus on customer satisfaction and call centre KPIs

Hull, United Kingdom

Supported and coached a team of 10-15 new call centre advisors with call handling, customer satisfaction and achieving call centre KPIs