Luan Roper Email & Phone Number

Sheffield, GB

Wolverhampton, United Kingdom

United Kingdom

Manchester, United Kingdom

• Reporting to the Chief Experience officer in an Interim role to establish Transformation programmes across Customer Offer, Customer Experience & Technology. Delivering improvements in customer and employee outcomes and.
• Leading the business analysis function to identify opportunities for the transformation and improvement of operating models and processes through the re-design of business and technological systems.
• Leading a team of Project Managers and developer to build new automated and digitised customer journeys for customers and colleagues

Sheffield, South Yorkshire, United Kingdom

Short term (8-week) contract to create a new team (processes, documentation and governance) focussing on non-tech change within the Aviva UK Customer Experience Transformation Programme.

Sheffield, South Yorkshire, United Kingdom

Barnsley, South Yorkshire, United Kingdom

• Three Sixty: Born out of Yorkshire Water and part of the Kelda Group. Reporting to the Managing Director: with accountability for developing a customer services strategy aligned to a new brand and business strategy.
• Developed a customer service promise and principles leveraging the brand values
• Developed a customer service strategy and operating model
• Outlined a high level implementation and project delivery plan

Leeds, West Yorkshire, United Kingdom

• Reporting to the Strategic Change Director, with accountability to implement an Exec sponsored change programme in the Claims Department.
• Implementation of a new operational delivery model across 3 sites impacting 100+ employees
• £3m investment to deliver a minimum £7m annualised benefit
• Responsible for the build and delivery of a 12 month implementation programme plan including employee consultation, recruitment, workspace moves, process definition, governance framework, third party procurement and.
• Programme delivered all elements on time and within budget.

- Available For New Opportunities From May/June 2015

Warrington, United Kingdom

• Reporting to the Director of Business Retail with accountability for billing 180k+ business customers and delivering market leading customer service.
• Created a new Business Retail Customer Service operation including front office contact centre, back office and specialist support teams – in 6 months.
• In 2 years, improved service delivery and customer experience culture to reduce overall service complaints by 26% and escalated complaints by 36% in first 12 months and a further 20% in both categories in year 2.
• Achieved or exceeded all Billed Sales (+£6m), Cash Collection (£245m) and Opex targets.
• Achieved 5% headcount reduction & Employee survey (Listen & Act) scores increased by 14%

York, United Kingdom

• Reporting to the Chief Operating Officer in Customer Services with accountability for both in-house (1.4m policies, 450+ operational personnel, £15m expenses) and outsourced (£5m pa contract for £800m assets under.
• Increasing Distributor Net Promoter Scores by 10% in 6 months
• Reducing operating costs through process improvement and failure removal

• Reported to the Director of Outsource Relationships in the Customer Services area and delivered service performance of a £60Mpa outsourced services contract. Included the delivery of a wide range of planning.
• Improved overall customer service performance through challenging external financial markets and one of the largest system/data migrations in the UK.
• Created the supplier management and liaison framework and function from outset for a new relationship/deal – including service management (onshore and offshore), risk management, business protection and change management
• Led the supplier through a wide ranging and business critical re-brand, including new brand behaviours, tone of voice and supplier expectations.

• Reported to Head of Operations Development in Customer Services, supporting the development of strategic goals, business outcomes and operating plans. Managed a team of 10 people to deliver a wide range of planning.
• Led and facilitated the development of a new planning culture, bringing together multiple areas and departments, often with conflicting goals and objectives, to create a single joined up operating plan with a clear and.
• Facilitated the development of an annual operating plan, delivering a £17m cost saving.
• Created and delivered a service campaign to ensure consistent and credible service messages utilised in internal & external communications to improve trust and belief in our customer centric business.

• Reported to the Transformation Manager, with responsibility for reviewing business area plans to understand the impacts of local and corporate change on our People, Service, Products, Location strategy, Processes, and.
• Development and delivery of heat maps to show the impact of change on people and customers across different product areas and locations; clearly identifying and articulating change hot-spots and suggesting alternative.
• Worked with 30 Heads of Customer Services to facilitate and document a rapid and robust Norwich Union Life service recovery action plan. Ensured clear ownership and accountability for timescales and benefit delivery..

• Reported to the Internal Communications Manager, with responsibility for major change project communications to 4000 customer services employees. Involved liaison with Customer Services Director and senior leadership.
• Designed and delivered important employee communications signalling the company intention to offshore 400 roles to India and the decision to close a UK business unit.
• Project managed the administration, organisation and delivery of a series of director road- shows to engage employees in the change journey.