Neil Stapleton Email & Phone Number

Manchester, England, Gb

Skipton, North Yorkshire, Gb

- Plan delivery of multiple projects impacting operational areas across a workstream enabling omni-channel experiences for customer and colleagues- Working in line with agile principles to improve the customer and colleague experience and create more value for customers and the Society- Design of the end-to-end customer experience, leading and inspiring cross functional teams to deliver an experience that will drive brand preference, growth, operational efficiencies, and commercial objectives

Manchester, Greater Manchester, Gb

- Improve omni-channel customers experience: all customer communications, customer journey mapping, customer research and management of online presence- Lead multi-sited teams for customer enquiries and complaints (c. 60FTE)- Design and implement process improvements (customer and commercial benefit) in line with customer strategy- Adopt a Customer Experience business partner role in all customer-facing functions and lead teams through change

Swindon, Wiltshire, Gb

- Lead the delivery of the Continuous Improvement (CI) change agenda through the effective delivery of an on-going stream of change workstreams focussed on improving the customer experience and operational performance - Manage workstream prioritisation and coordination of required people, policy, process technology changes in order to facilitate effective delivery of improvements- Development of detailed customer experience improvement business cases for specific changes and co-ordination of approval activities including the managing of relevant stakeholders to ensure business sign-off

Manchester, England, Gb

-Manage the improvement of customer service in store, through executing and developing a programme of work, based on continuous external and internal benchmarking-Deliver innovative change initiatives for improving satisfaction through the design and delivery of content for national events for field teams and store managers so that everyone is inspired to deliver improved performance and a great customer experience-Creating and maintaining a customer-first ‘mindset’ change with key stakeholders, field managers and store teams-Setting business-wide customer experience standards/policies, cascading key messages through the use of central communications and project managing national events to all customer-facing teams

London, London, Gb

- Service lead for 240 Santander branches mentoring and coaching managers to deliver excellent customer-facing service- Coaching divisional senior management around leading customer service and impact on enhances sales- Scoping and executing new customer-facing business processes and communicating customer service

Abingdon, Oxfordshire, Gb

- Responsible for the provision on first after sales service for a ‘premium brand’ white goods manufacturer- Managing a field team nationally and working with associated business managers, meeting Key Performance Indicators (KPIs), budget and revenue management, and team member development (c. 150FTE)- Set policy/standards through benchmarking other industries to remain brand leader in after-sales care.- Engendering positive behaviours and attitudes in the field team as brand ambassadors, dovetailing with technical capability in achieving a full ‘Experience’ for Miele customers from purchase to the longevity of products

Bristol, Gb

- Managed all aspects of UKBT’s 24-hour Duty Office which provides a human organ matching, allocation and distribution service- Liaise formally and regularly with the ‘customer base’, transplant surgeons and donor co-ordinators in order to meet needs, enhance service provision and professionally support organ donation throughout the UK

Bachelor Of Science (B.Sc.), Management Science

Education record