I currently work as Voice of the Customer Analyst at bp pulse, completing user research and ongoing reporting for anything relating to feedback from our customers in the Electric Vehicle space.

I took a few years away from work to look after my two children.

Experienced Head of CX with a demonstrated history of working in the gambling & casinos industry. Skilled in monitoring and driving improvements in NPS and CSAT scores, running customer feedback projects and developing strategic improvements and developments to existing customer journeys. I am genuinely interested in what drives superlative Customer Experience and how it can be improved in all different companies and for different customers. In this role I focus on improving the overall casino and sportsbook product, as well as looking at each step of individual journeys such as registration and deposit/withdraw in order to improve them and improve conversion/reduce churn. Skills include communication, team building, UX/UI, strategy presentation and management. I am experienced in working closely with operations and product development teams, and have a BA (Hons) focused in English and Italian Literature from University of Warwick.

I was responsible for creating a better customer experience for our Casino Players by supporting and coordinating the management and delivery of various customer experience improvement projects and activities, alongside the product development and engineering teams. I helped ensure that a rebrand of the site and identity of Maria Casino was managed with all customer experience parameters in mind so that all journeys and customer satisfaction improved. I helped to run customer experience workshops and surveys and used NPS and CSAT scores as a metric to measure success in the overall journey and product improvements on site.

I was responsible for a team of eight people who looked after the high net worth individuals and VIP clients within the company I was heavily involved in the development of the Sport VIP Product and promotions and was accountable for the customer journey and experience being the best it could be.I was involved in testing the quality and information of our products from a customer point of view and dealt with both Casino and Sportsbook Clients in order to achieve this. Most recently I was responsible for the smooth running of our exclusive hospitality areas at Cheltenham Festival and Chester Races, and this was the final stage of a long running campaign of promotions that had gone on for the six months previous. I was also responsible for liaising with all other departments, from the Trading Department, to Promotions and Design in order to make sure that the Company voice was consistent when communicating with our high value clients, and also presented several of our strategies and suggested developments to the Board.

I worked as a Sales and Accounts Manager for Zenith Hygiene, responsible for making sure my customers were happy and developing relationships with them, as well as presenting a professional and helpful figure as the face of the company. I became used to sales in a number of different aspects, and was particularly adept at liaising with Territory Managers in other areas and team members in all different sectors within the company.

This job was one of the most rewarding experiences I have had as it involved working with and looking after children with behavioural and emotional difficulties in individual play schemes and encouraging integration and play within other major play schemes in Swansea leisure centres. This job meant liaising with multiple workers and schemes when working in the offices and helped me to improve my ability to think on my feet and adapt to difficult situations and gave me a lot of confidence in my abilities to talk to people.