Louise Fox Email and Phone Number

Developed a customer journey strategy and framework enterprise wide, to drive customer wants, needs and expectations into change and transformation.Recruited and developed a high performing team to drive and embed a customer centric and people culture across the organisation, to deliver great customer and colleague outcomes through process simplification.

Responsible for reviewing and approving all scope and programme deliverables to enable the smooth implementation of the IRESS MSO product within Yorkshire Building Society Group, whilst ensuring alignment between the programme and Group Strategy.Identifying opportunities to accelerate trading, reduce costs whilst improving both customer and colleague experience.

Created and led a team to champion, drive and deliver transformational change within a mortgage operational area. Delivered an exceptional customer journey and experience by applying lean six sigma methodologies for every brand and channel that delivered significant tangible benefits year on year, whilst also increasing the NPS score from -15 to +85 for the Accord residential book and from -2 to +76 for the Accord Buy to Let book.Defined and developed opportunities to improve processes, procedures and a better service proposition to customers whilst driving a continuous improvement ethos.Built and maintained solid long-term relationships with both internal and external stakeholders

Project managed the centralisation of branch mortgage business within the UK and led the operations team to deliver exceptional customer experience and business performance through powerful leadership and performance management. Applied lean six sigma methodologies to drive the direct mortgage NPS score from +25 to +62, improving the average offer turnaround time from 29 to 9 days within 6 months, whilst ensuring the group remained regulatory compliant.

From Branch Customer Consultant to Business Change and Improvement Manager