Miles Smith Email and Phone Number

Developed ‘Go to Market’ CX management and business transformation consulting offerings, securing new clients, increasing consulting revenue and improving margin through efficiently led engagement, driving team expansion and generating significant pull-through revenue for the delivery arm of the organisation under the direction of the Director of Private Sector Consulting. Led cross-functional teams of business transformation and change consultants, BA’s, service designers and data analysts increasing client satisfaction, and improving business outcomes.-As Principal Consultant, Increased # clients, grew existing client accounts increased revenue, margin, pull through and achieved high client satisfaction scores-Improved mortgage experience achieving significant process efficiencies and customer satisfaction for a Bank enabling a 50% capacity increase for growth via service design & agile product ownership-Reduced inefficiencies by 75% for European Bank through service redesign in collections-Advised on the transformation of contact centre operations for Solihull Community Housing and UKVI-De-risked £15m project through the design & delivery of a robust business case and benefit tracker for Bank-Increased margin through design of Target Operating Model consolidating consultancy capabilities for NHS SBS-Reduced research costs through customer data analysis and the design of research experience for AXA Health-Secured £2.5m funding for a strategic pricing solution for McDonald’s via TOM design & Business case-Led maturity assessments generating recommendations & pulling through-Contributed to internal projects such as the design of knowledge management solutions for consultants, Great Place to Work improvements, Coach and mentoring for upcoming talent-Received multiple awards including Diamond and Platinum Star Awards for exemplary project delivery and client retention, client engagement, RFP support & winning new clients and outstanding client feedback

Led a cross-functional team of researchers, analysts, designers, and operational teams to Improve customer experience, and business efficiencies to enable growth. Focusing on CX strategy, customer understanding, design, measurement, governance, and culture. Supported Marketing & Insight, customer operations, and e-commerce teams. Key achievements include:-Accelerated registration speed in a 24-hour period from 69% to 89%. (Proactive alerts)-Increase first-time pass data collection for bank details from 43% to 79% via process redesign-Reduction of abandoned calls from 11% to 2.5% & repeat contacts from 50% to 20% in 6 months-Increased Google Review rating from 3.0 to 4.6 & Feefo service rating to 4.6 in 2 months-Implemented CRM, helpdesk and contact solution Zendesk to improve customer interactions-Improved mobile app sign-up and usage through service and process design-Improved business decision-making with customer insights & CX reports and dashboards- +10% improvement YOY behavioural measurement score.

Led cross-functional team of researchers, analysts, designers, and operational teams to Improve customer experience, and business efficiencies to enable growth and reduce costs. Integrating CX strategy, customer understanding, design, measurement, governance, and cultural alignment. Supported Marketing & Insight, customer operations, and e-commerce teams. Identified key customer needs, prioritised a 3-year CX roadmap based on NPS impact, and executed a comprehensive 6-pillar customer-centric strategy. -Retained £3.8m in revenue through service design & process redesign (Pre-orders)-80% year-on-year increase in online customer acquisition through digital journey enhancements.-Reduced out-of-stock impressions online by more than half to just 15%-Increased digital code sales by 39% through journey design and service implementation-Increased customer satisfaction YoY for 5 years, winning Silver Award at the UK Customer Experience Awards and Improved Trustpilot score from 4.0 to 7.9 in 3 months.-Implemented and matured a multi-channel VOC enterprise feedback system.-25% reduction in abandoned contacts & 30% contact deflection from designed & delivered unified customer account and self-service Help Centre

Responsible for effective communication of all streams regarding both improvement of tired fixtures and the implementation of "next generation" fixtures by liaising and engaging with all stakeholders and acting as a conduit between stores, departments, contractors consultants and business partners. Other duties include creating sound monitoring systems and support tools to both observe, analysis and support efficient and effective installation.

As a DDM I was responsible for the overall operation and performance of my store as well as overseeing the operation and performance of four other satellite stores, with total revenues equalling approximately £10 million turnover a year. This included; Performance management, merchandising, customer service, training and development, adhering to banking protocols, increasing sales profit and growth, KPI management and business strategies to develop and grow the business. I was selected for the in-house “Excellence in Leadership” Programme which develops skills such as 7 Habits, Situational leadership II, Influencer, coaching and feedback skills and presentation skills. All my stores were certified as a “Centre of Excellence” store meaning they meet the highest standards not only commercially but for their people's development and performance.I also had many additional duties within the role, including Loss Prevention Auditor, stocktake manager, Regional Support Manager, Change Management Officer and Regional/ Business Presentation Manager.