Adding to my Head of Partner Experience role I became accountable for the reporting to MD, SMT, ExCo and Board on the divisional performance, telling the story of the Partner divisions performance making recommendations of focus and improvement when needed. Supporting the setting of overall divisional targets for budget and forecasts. Collating market insight to shape portfolio roadmap, pricing strategy, business cases to ensure delivery priorities. I take ownership for design of our Partner Programme scheme - definition of partner types, incentivisation / commercials, benefits, criteria, internal & external communication plans. Engaging directly with partners to gather feedback on experience delivery performance and overall Zen service. Acting on partner survey feedback by delivering a ‘you said we did' with continuous improvement programme. Using NPS with our current score at +69 and CSAT to measure customer satisfaction, benchmarking the survey data against competitors and other sectors to deliver 'world class service’.

Accountable for the design and delivery of the Service Experience strategy for Zen Internet’s Partners and Service Providers. Working as programme lead for major strategic and divisional change, working as part of the Partner SMT to drive change through service excellence ensuring strategic direction, and delivery is achieved.Leading the Partner Service Team, including Service Delivery, New partner Onboarding and Training & Enablement. Support customers with their business and commercial needs, ensuring we always offer an excellent level of service. Making our Partners end to end customer journey as smooth as possible from the point of sale through to 'in life' management.Build strong commercial and service relationships with key business stakeholders, internally with partners and suppliers to input specialist knowledge into priorities and goals.Acting as the voice of our Partners in the business and feeding insight from them to internal departments to drive Operational, Technology and Portfolio improvements.

Responsible for defining and leading our Partner learning strategy to underpin Zen’s growth ambitions. The aim of the strategy is to create a learning proposition that enables our base of 400+ dealer, reseller and wholesale partners to maximise the relationship they have with Zen. The Partner Training Team’s responsibility is to increase confidence in selling & supporting Zen’s portfolio by defining learning requirements across all areas including operations and sales, programme management, design, build and delivery. Enabling growth potential in our partner’s organisation by driving & supporting increased capability of their people which delivers tangible impact & results back to the them & Zen.

As a Learning Consultant I act as an L&D expert, bringing the latest thinking in L&D into the business and contribute to the latest thinking in the field to solve business issues. I manage and prioritise a number of L&D Projects to support the development of knowledge for all audiences impacted by the introduction of various new propositions into the market ensuring all projects are planned and delivered within agreed timescales.I worked on the development of a digital solution to ensure the organisation remains the number one re-seller of Microsoft Office 365 in the EMEA. While leading on a project to identify the learning needs of our business channels to sell over a 100 million pounds worth of cloud based services in 2017. The end goal is to drive individual & business performance through having engaged & effective people" and support our UK vision of being the leading Digital Telco.

As a Learning & Development Specialist, my responsibilities were to Support a pro-active and responsive consultancy Service. Designing and delivering inspirational and educational bespoke training solutions, which met the requirements of our customers to drive business performance. It involved building close working relationships within L&D and the many operating areas across the business. As well as the ability to adapt my consultancy, design approach and delivery style to meet the needs of different audiences, ensuring my own skill set is relevant and up to date.

Responsible for motivating and generating high performance of 100+ advisors through 121 and group coaching. Ensuring skill and competency gaps are identified, implementing the appropriate coaching and work with the team manager to measure advisor performance. Encouraging the advisors to develop themselves through empowerment. Openly and constructively challenge or highlight any behaviour and actions that negatively affects customers, people and/or the business to encourage learning and two-way feedback in an open, honest environment.

Front line customer service advisor dealing with a wide range of customer issues.