Kolade Olajide Email & Phone Number

United States

Customer Experience; Supportive Supervision; Stakeholder Management; Standard Operating Procedures; Training; Quality Assurance and Monitoring.

Responsibilities:• Developed and implemented a comprehensive customer experience strategy and plan aligned with the company's customer experience goals.• Inspired a team of CX practitioners, fostering a culture of customer-centricity and driving organizational change.• Utilized customer feedback from NPS and CSAT surveys and drew insights to prioritize service drivers and make informed decisions for improvement.• Optimized end-to-end customer journeys across the ecosystem, identifying pain points and implementing solutions for enhanced customer experience.• Collaborated with cross-functional teams to ensure a seamless and consistent customer experience, leading to an NPS of 40 at the end of 2023.• Shared Voice of Customer (VoC) feedback throughout the organization, driving cultural change and promoting a customer-centric mindset.• Communicated the success of CX initiatives to the leadership team, highlighting the impact on customer satisfaction and business outcomes.• Stayed abreast of emerging technologies and trends in customer experience management, incorporating relevant innovations into CX strategies.Major achievements: • Steered the attainment of an NPS of 40 (+6 points from baseline score)• Developed a survey program management framework that streamlined our survey management process.• Developed a mortality and morbidity customer engagement framework that improved brand perception.• Managed the customer satisfaction summit to prioritize customer-led initiatives and develop the 2024 Customer Satisfaction plan• Designed an NPS health provider rankings dashboard based on post-visit NPS scores, instrumental to closing the loop with providers on customer experience areas.• Created service manuals for the internal clinics and the contact care center, improving service delivery to enrollees.

Responsibilities:• Led the mapping of customer journeys to identify pain points and opportunities for improvement across various touchpoints.• Conducted in-depth customer and competitor research to gain insights into market trends, customer preferences, and competitive positioning.• Implemented innovative customer retention strategies to enhance customer loyalty and drive repeat business.• Managed the customer lifecycle, ensuring a seamless and engaging experience from acquisition to retention.• Conceptualized and proposed UX ideas to enhance user satisfaction and usability of digital platforms and products.• Developed and executed customer segmentation strategies to personalize marketing efforts and improve targeting.• Conducted performance analytics to measure the effectiveness of initiatives on businesses and identify areas for optimization.• Generated detailed reports highlighting key performance metrics and actionable insights for stakeholders.Major Achievements:• Recommended a new customer journey model aimed at driving product consumption for inactive users, resulting in a remarkable 20% conversion rate increase.• Developed and implemented a comprehensive customer segmentation model to personalize marketing strategies and improve campaign effectiveness.

Lagos, Nigeria

Responsibilities:• Spearheaded the mapping of customer journeys to identify touchpoints and optimize the overall customer experience.• Conducted thorough customer and competitor research to gain insights into market trends, customer preferences, and competitive positioning.• Developed and implemented strategies to enhance customer retention and loyalty.• Managed survey programs to collect feedback and insights from customers, driving improvements in products and services.• Utilized advanced analytics techniques to analyze customer behavior across their lifecycle and identify opportunities for optimization.• Led the development and implementation of customer segmentation strategies to personalize marketing efforts and improve targeting.Major Achievements:• Developed "The Animal Kingdom" customer segmentation model, categorizing customers based on transactional behavior for improved engagement and measurement, resulting in a 20% increase in transactions.• Created the Return-For-Reward model, aimed at recovering lost customers, leading to a 15% conversion of inactive customers.• Served as a key member of the Customer Journey Squad, contributing to the rethinking of customer experience strategies and initiatives.

Nigeria

Responsibilities:• Conducted customer service measurement activities to assess and improve the quality of service provided to customers.• Managed the Net Promoter System (NPS) program, collecting feedback and insights to drive improvements in customer satisfaction and loyalty.• Facilitated service reinforcement training sessions to ensure consistent delivery of exceptional customer service across teams.• Conducted quality assurance audits to evaluate customer interactions and identify areas for improvement.• Utilized performance analytics tools to analyze customer service metrics and identify trends, opportunities, and areas for improvement.• Prepared and delivered detailed reports and presentations to stakeholders, providing insights and recommendations for enhancing customer service performance.Major Achievement:• Played a pivotal role in the bank-wide adoption of the customer insights tool Qualtrics, contributing to the enhancement of customer service measurement and feedback processes across the organization.

Lagos-Island

Responsibilities:• Conducted comprehensive customer service measurement activities to assess and improve the quality of service provided to customers.• Managed the Net Promoter System (NPS) program, collecting feedback and insights to drive improvements in customer satisfaction and loyalty.• Facilitated service reinforcement training sessions to ensure consistent delivery of exceptional customer service across teams, aligning with acceptable behavioral standards.• Conducted quality assurance audits to evaluate customer interactions and ensure adherence to service standards outlined in "The Purple Book."• Utilized performance analytics tools to analyze customer experience metrics and identify trends, opportunities, and areas for improvement.• Prepared detailed reports and presentations to stakeholders, providing insights and recommendations for enhancing overall customer experience.Major Achievements:• Successfully revamped "The Purple Book," the customer service manual outlining acceptable behavioral standards, contributing to improved consistency and excellence in customer service delivery.• Successfully conducted service reinforcement training for over 50 underperforming branches, leading to 80% improvement in service audit scores the following quarter.

Abuja

1. Managed the company’s Google Adwords campaign towards driving productive traffic to its e-commerce portal.2. Prepared and reviewed marketing communications content for product brochures.3. Prepared and reviewed business proposals to drive sales.4. Facilitated team workshops based on workplace and service best practices.

Peterborough, United Kingdom

Handled enquiries and complaints for pre-paid travel customers.

Cambridge, United Kingdom

Managed a team of café baristas and service attendants to deliver great customer experience to walk-in customers.

Cambridge, United Kingdom

Handled product merchandizing, over-the-counter sales, and driving customers to the e-commerce website for purchase.

Master Of Arts (M.A.), Marketing And Innovation

Activities and Societies: Student guide during open daysStudent Ambassador

Bachelor Of Science (B.Sc.), Sociology

Course Representative and Deputy Class Governor