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Liam Dyson personal email
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Proven leader with over ten years’ experience delivering products and experiences customers love that deliver significant value for the business in some of the UKs largest brands. I build great teams & empower my people to deliver more than they thought possible. I have extensive experience across Digital Product strategy & development – particularly focused around Conversational Automation & intelligence, existing customer Service, Account Management & Help experiences.
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Transformation DirectorTesBarnsley, Gb -
Digital Programme Director - EcommerceAsda Nov 2024 - PresentLeeds, West Yorkshire, GbLeading on the activities required to deliver Asda's new Digital platforms as part of its separation from Walmart. -
Senior Product & Design DirectorAsda Jan 2023 - Nov 2024Leeds, West Yorkshire, Gb
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Digital Product Director - ServiceBt Oct 2021 - Jan 2023London, GbResponsible for c300 people & the experience of around 100m interactions a year across BT, EE & Plusnet websites and apps. Leading the team that built & launched our first ever Intelligent Assistant (Aimee) as well as new account, billing, payment, Fix & Help experiences for our customers. -
Head Of Digital ProductBt May 2019 - Oct 2021London, GbResponsible for multiple Product Tribes focused on delivering the best Get, Fix & Contact experiences for BT & EE Customers.
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Co-FounderGraft Jun 2017 - Jan 2023Barnsley, South Yorkshire, GbJoint founder of GRAFT.agency, set up to deliver the crowdfunding and non profit making 'Daydream Believers', a feature length documentary out in 2018 celebrating the achievements of Barnsley Football Club in the 90s.www.graft.agency/filmwww.vimeo.com/graftagency -
Head Of DigitalPlusnet Jun 2017 - Apr 2019Sheffield, S. Yorkshire, GbResponsible for each & every Digital experience a current or potential Plusnet customer has across plus.netIncludes responsibility for, amongst other things:Conversion ratesOn Page SEOAnalysisUX & UITransformationSelf ServiceSocialProducts (including App)ChannelsContent -
Digital Transformation ConsultantPlusnet Jun 2014 - May 2017Sheffield, S. Yorkshire, GbLeading a team responsible for transforming the digital experience for one of the fastest growing businesses in the UK. Includes strategy definition, analysis, optimisation & roadmap management for all service channels including:Webchat - in partnership with LivepersonHelp contentSearch/navigation experience Social - community/peer to peer, Youtube, Facebook & TwitterOffline/email contactsKey achievements to date:- Delivery end to end of new Community, in partnership with Lithium- Management and delivery of new Help & Support site which included full redesign, content review & rewrite which saw increased journey completions & reduction in PTC- Delivery and management of Web Chat. Responsible for ongoing optimisation and drive to increase channel share. Oversaw delivery and CSAT ratings above voice channels.- Introduction, delivery and on going responsibility for Plusnet Help, our Youtube channel. Over 200,000 views in first 12 months.- Responsibility for our Search tool including vendor management, identifying opportunities and optimisation. Increase in usage of over 30% YoY.- Reduction in email contacts by nearly 70% YoY, driving customers to self serve or Web Chat.
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Design & Delivery ManagerEe Sep 2011 - Jun 2014London , GbLead on key, strategic projects for the Customer Team. Responsible for PTC reduction, continuous improvement and revenue protection.Key Achievements:- 50% reduction in Supply Chain SIM costs in 12 month period. Replacements now at an all time low.- Migration of key call drivers to our digital platforms with savings of £1 million PA.- Development, documentation and Project Management of Customer Team strategy for Contactless services, EE’s market leading technology.- Delivery of key products at inception of EE from Film to Clone Phone, our cutting edge insurance product.- Key contact for our courier and logistics teams to improve first time deliveries and our ‘reverse’ processes. -
Quality AnalystEe Oct 2009 - Sep 2011London , GbPart of an Insight team with a brief to deliver quality and actionable customer insight to the business to improve CSAT.Key Achievements:- Developed and delivered an offshore Quality Team that helped deliver an NPS increase of 12 points in less than three months in our biggest Outsource Partner. - Management of partners to deliver Quality Improvement Plan and tracking of results afterwards.- Facilitated insights that drove improvements in multiple business areas (Design, Delivery and Training)- Lead role in Service for Quality Management system – built relationships with IT&N and vendors which has seen improved performance with a focus on using the tool to increase customer satisfaction and NPS. - Lead role in Service for delivery of Interaction Analytics pilot – scoped out with internal and external stakeholders to identify customer dissatisfaction - Introduced new ways of working across the area, embracing new methods such as Sentiment Analysis, Word Mining, Case Studies and Customer VoxPops.
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Technical AuthorOrange Pcs Feb 2009 - Sep 2009Issy-Les-Moulineaux, Île-De-France, FrRole designed to provide employees and customers accurate and current information on products and services via the Knowledge Management tool. -
Quality AnalystOrange Pcs Feb 2008 - Feb 2009Issy-Les-Moulineaux, Île-De-France, FrManagement of Quality Monitoring programme within the company’s outsourced partners.
Liam Dyson Skills
Liam Dyson Education Details
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University Of ExeterBusiness & Leadership
Frequently Asked Questions about Liam Dyson
What company does Liam Dyson work for?
Liam Dyson works for Tes
What is Liam Dyson's role at the current company?
Liam Dyson's current role is Transformation Director.
What is Liam Dyson's email address?
Liam Dyson's email address is liam.dyson@bt.com
What is Liam Dyson's direct phone number?
Liam Dyson's direct phone number is +4480043*****
What schools did Liam Dyson attend?
Liam Dyson attended University Of Exeter.
What are some of Liam Dyson's interests?
Liam Dyson has interest in Music, Exercise, Economic Empowerment.
What skills is Liam Dyson known for?
Liam Dyson has skills like Customer Experience, Telecommunications, Stakeholder Management, Outsourcing, Contact Centers, Business Process Improvement, Management, Service Delivery, Process Improvement, Business Process, Mobile Devices, Mobile Communications.
Who are Liam Dyson's colleagues?
Liam Dyson's colleagues are Charlotte Preece, Joshua Hill, Lisa Lipson, Paula Fernandes, Andrea Thomas, Nathan Ash, Bharat Kinkhabwala.
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