Lisa Appleton Email & Phone Number

Stoke-On-Trent, England, United Kingdom

Leading a team of Customer Experience Specialists to deliver end to end improvements to the customer experience, through root cause analysis, using multiple data sources and delivering initiatives to improve and enhance the customer journey.Focusing on key customer and business KPI's such as NPS, customer effort, complaints and operational metrics.

Warrington, England, United Kingdom

Leading an agile squad, accountable for designing, improving and transforming customer experience across all channels to bring a customer centric approach and culture to the organisation.Outcomes and KPIs include improving NPS, reducing customer effort and complaints.Influencing the prioritisation of roadmaps and challenging other areas of the business to put customers first by engaging with key stakeholdersSetting the CEX strategy using insight from multiple sources to achieve key KPI’sReceived 3 awards from UK CXA 2022 for best team performance, strategy and driving a customer centric culture

Warrington, England, United Kingdom

Responsible for the O2 Consumer Mobile NPS Programme in VMO2, measuring drivers and journeys, ensuring we have the right insight to drive action, owning the relationship with an agency and £2M budget.Delivered a world class CEX measurement system, improving the experience for customers, delivering better, more granular insight and savings for the Business. Owning and developing a CEX Governance programme, working across multiple teams, including WLT and SLT, ensuring we have the right insight and plans in place to improve the customer experience.Building strong relationships and holding stakeholders accountable and challenging plans to achieve CEX KPI’s , exceeding NPS targets.

Working and influencing senior stakeholders from across the business to deliver the best experience possible for customers, ensuring the voice of the customer is at the heart of business decisions. Owning and driving the customer experience plan, improving the experience across all O2 channels and the Partnerships.

Managing the business to business customer experience across multi channels. Understanding and using customer insight to develop plans, improving the customer experience and satisfaction scores. Working and leading people across the business to deliver and execute the customer experience plan.

Responsible for the rollout and subsequent management of the Real Time Marketing Decision Service (RTDS) across a number of touchpoints.