I am an experienced Customer Experience Specialist, expert in designing, leading and delivering 'best in class' customer and organisational change for major corporates - sectors include Telco, Retail, Hospitality & Utilities - to improve customer engagement. I have delivered strategic thinking and major business transformations for clients/employers including: IAG Loyalty; esure; M&S; RSA; IKEA; Ladbrokes; TUI Travel; Homeserve; BSkyB; British Gas; Vodafone; O2; and Department of Work & Pensions.My proven track record efficiently mobilising complex change programmes and proactively leading the implementation of effective change strategy allows me to maximise market share, shareholders’ wealth and co-worker engagement while increasing profit. This includes leading a 3-stage customer service improvement programme for a major global retailer, improving CSAT/co-worker engagement and identifying cost reductions of £2M with significant future global benefits projected. Currently leading Phase 2 of a major CX transformation for a Canadian insurer.I foster a customer-focused culture in a rapidly transforming digital world by innovating agile test & learn concepts to rapidly scale and integrate successes for true competitive advantage. I analyse voice-of-customer metrics, co-worker insight, financial data and marketing/sales data to assess internal effectiveness delivering services/technology to the market.Additionally, I nurture and maintain collaborative stakeholder relations both internally and externally to clearly communicate continuous improvement methodologies and win buy-in to change. Areas of expertise include:☛ Large Scale Transformation ☛ Business Partnering ☛ Team Leadership (up to 10 direct / 7.5k indirect reports)☛ Continual Process Improvements ☛ People Management ☛ Strategic / Crisis Opportunity Evaluation ☛ Customer Experience Strategy / Analytics ☛ Key Strategy Conceptualisation / Implementation☛ Business Process Management Systems ☛ Success / Performance Metrics Establishment ☛ Business Analysis☛ Mergers and Acquisitions / Joint Ventures