Responsible for working across the charity and leading projects that contribute to the alignment of systems, process and organisational structures supporting a new customer centric strategy. Outputs may be to policy or elements of the charity’s operating model. Responsible for reporting the Think! Stewardship Tracker and managing the Chase Loyalty Index Survey.Projects have included: the implementation of Freshdesk for the Supporter Care team, the redesign of hospital opening hours to… Show more Responsible for working across the charity and leading projects that contribute to the alignment of systems, process and organisational structures supporting a new customer centric strategy. Outputs may be to policy or elements of the charity’s operating model. Responsible for reporting the Think! Stewardship Tracker and managing the Chase Loyalty Index Survey.Projects have included: the implementation of Freshdesk for the Supporter Care team, the redesign of hospital opening hours to improve accessibility for customers; the creation of a new customer service blueprint to address the communication challenge of vulnerable clients; the redesign of the journey for customers applying to adopt a pet; working with the marketing, service, and digital teams to develop a prototype customer information kiosk.Responsible for the collection and reporting of customer experience metrics (NPS, CES, CSAT and Engagement). Show less

Recruited to develop the customer service capability of the charity across all its distribution channels and operating directorates.

Recruited into a new role to grow the pre need funeral planning business within The Midcounties Co-operative. The scope included responsibility for products, profitability, marketing, systems, sales training and policy administration. During my leadership we launched online purchasing through a new website, a 24/7 inbound call capability and an e-learning package for branch staff.

Trained in Lean Six Sigma and then worked on a consultancy basis. Projects included business process improvement, user experience analysis, profitability and pricing analysis, proposition design, and digital copywriting.

Recruited to develop a direct to consumer channel for acquisition and retention by phone, online and post. Responsible for managing change in people, processes and technology.

Part of the senior management team that re-energised the Society with a strategy of new products and distribution channels that grew annual sales by a factor of ten to £3 million (2008).

Renewable energy start up.

Early stage web conferencing company.

Leading business change projects.

Establishing and leading the direct marketing function in Cardiff.

Responsible for the profitable growth of the household and motor insurance books.

Responsible for identifying potential retail partners and developing proposals for bespoke consumer finance solutions.

Managed the annual planning process, provided business planning and modelling support for capital projects, provided ad hoc reports and presentations for members of the board.

Supported two business units with budgeting and forecasting.