Lila Pleban Email & Phone Number

Basingstoke, Gb

United Kingdom

As an experienced executive and coach, I am dedicated to empowering professionals to unlock their full potential through bespoke consultancy, coaching, and leadership development. With a tailored, results-driven approach, I help individuals and organisations overcome obstacles, transform their strategies, build unshakeable confidence, and grow towards their vision of success. Whether you're striving to elevate your leadership abilities or drive impactful organisational change, I provide the expert guidance and support needed to survive, and excel at every level.

London, England, United Kingdom

Lila is a member of the Financial Services Compensation Scheme’s (FSCS) Executive Team, and is responsible for the design, development and implementation of FSCS’s stakeholder and communications strategies, both domestically and internationally. Leading a team of research, data, communications and public affairs experts, she drives forwards FSCS’s work to protect its brand and enhance its reputation across all channels, marketing and products, working closely with the board and executive. She is a leading spokesperson for FSCS across the financial services industry and government, raising awareness of the services FSCS offers for consumers and shaping future policy and regulatory change that deliver positive outcomes for consumers and the financial services industry. Lila’s expertise and experience lies in communications, government and stakeholder engagement, strategy and transformation, with a vast and successful career across both private and not-for profit organisations over more years than she will own up to.

London, United Kingdom

Lila led the transformation of brand, consumer awareness, communications and digital services for FSCS. Driving awareness, understanding and trust across financial services, she also oversaw the transformation of the organisation’s end to end customer experience strategy. Her achievements include transforming a broken digital function into an efficient and effective driver of positive customer journeys; creating and implementing a new strategy that increased awareness by over 5% in 12 months; evolved the FSCS brand and led the roll-out of consistent designs, tone of voice and brand guidelines; • Sponsored the biggest customer transformation programme at FSCS, moving from a claim centric to customer centric approach. This yielded an increase in customer satisfaction to 85%, and a three-year transformation plan that resulted in FSCS delivering its best business performance. 100 days removed from the end-to-end claim process; 23% reduction in the cost of claims processing; 98% of claims submitted online; over a third of claims resolved within 5 days; and customer satisfaction at 90% for the first time in FSCS history (June 2023); demonstrated leadership excellence as a participant in the esteemed FSCS high-potential program and earned recognition as finalists in the CIM Marketing Excellence Awards 2020, in the Financial Services category, for the impactful #RealCustomerStories campaign.

London, United Kingdomd

Delivering amazing customer experiences digitally, across all sales channels & lines of business. By introducing and optimizing new technology, managing strong digital partnerships, and transforming the use of data and content, to drive personal and consistent experiences. Key responsibilities• Program managing the introduction of new technology.• Changing the way data and content is used to communicate and market to customers.• Driving personal, simple and brilliant customer experiences digitally. Adding significant revenue to the bottom line.• Managing the strategic relationship with key partners from contract negotiation, through installation, delivery and to optimisation.• Developing and executing governance, process, strategies and new programs across channels internally and with partners externally. • Driving a digital and data first agenda.• Building and strengthening relationships to ensure partnerships are profitable and beneficial to all. • Operationalising the use of the digital capability across the business to drive performance.• Building and maintaining excellent working relationships and engagement with key stakeholders.• Identifying opportunities and requirements that form programs to drive the digital strategy.• Reporting progress to the business and key stakeholders internally and externally.

Managed the digital production engine and workstack for BT Business online. Transforming the customer online experience, doubling productivity and increasing performance, within existing budget envelope. Key responsibilities• Introduced and managed a new digital platform from contract, through development to delivery.• Transformed operational processes, introduced new tools, and automated workflows.• Managed production demand from stakeholders through strong governance and prioritization.• Managed the delivery of work packages to agreed scope, quality, and budget on time.• Optimised all website content for search engines and customer experience, using data insights.• Managed the introduction of new external suppliers from contract, through to delivery.• Managed team of 6 highly skilled digital production managers.Major achievements• Introduced a new digital platform, with a new supplier and rebuilt the entire BT Business online website within 6 months from requirements to live. Completed within budget and on time. • Increased online sales despite a reduction in traffic to the site.• Doubled production and reduced ongoing external agency spend by improving operational processes and introducing new tools to support.

Defined and delivered a social media strategy for BT Business & Public sector, setting a foundation for the future with clearly defined and measurable KPIs. Created the first telecoms service social media channel, supporting customers socially with their problems and complaints. Reduced service transactions through social media by a third.Major Achievements• Defined a new strategy and gained signoff and participation with the CEO and MDs.• Defined and delivered a measurable social media strategy across BT Business, signed off by FD.• Operationalised in-life processes and create governance around business use of social media accounts.

Managed all changes into business sales channels using a simplistic, planned and coordinated approach. Managed a team of 4 channel managers that expanded the communication tools available, formalised, documented and introduced new processes, with a focus on driving sales performance, compliance and customer experience.Major achievements• Winner of the first ever CEO VIP award for a piece of crisis management when BT Sport launched. Introduced emergency processes and team to support within 24 hours. Mitigating a massive customer satisfaction issue that could have resulted in a significant impact to the business.• Transformed channel communications from simple briefings to a whole comms mix including traditional briefing, internal social media, video, TV, web chat, e chat and gamification.

London And Uk Based

Managed the sales operational delivery and processes of all consumer outbound sales through 5 strategic partners across the UK. The team delivered over 250k calls a week with 1,000 staff over 5 partners across the UK.Major achievements• Automated all 3rd party order placement and processes, using a digital platform that reduced breakage.• Introduced a new trigger marketing approach using customer behaviours that increased propensity to buy.• Implemented a new reporting and incentive process to advisor level, closing the gap between high and low performers, increasing performance and creating a more predictable baseline sales volume.• Due to the significant contribution of the channel, reported performance into CEO.

London And Uk Based

Drove sales performance and launched new products and propositions for lines, broadband, mobile and TV products. This was across all sales channels, through training, briefing, incentives, collateral and quality processes, operational management and measurement.

London, United Kingdom

Drove sales performance and launched new products and propositions for mobile products. This was across all inbound sales channels, through training, briefing, incentives, collateral and quality processes, operational management and measurement.

London, United Kingdom

Launched BT Mobile Home Plan on October 31st 2003 into the retail partner channel. Then following launch, worked with the sales team’s in-life to drive performance, using marketing, incentives, training, collateral and measurement.