Patrick Lee Email & Phone Number

Faversham, Gb

London, United Kingdom

Supporting clients and internal teams improve the customer experience. and operations performance. Team of 130+ specialists with responsibility for Insight & Analytics, Continuous Improvement and CX. Use of technology and data rich output to improve customer contact, channel effectiveness, digital adoption and achieve transformation objectives

Operations Transformation for a new multi-£m client contract in the Travel sector. Transformation targeted to deliver £75m+ in benefits through the adoption of digital tools and operating model improvements. Identified benefit opportunities across e2e customer journeys, geographically dispersed sites and channels. Benefits included cost reduction, customer satisfaction / NPS improvement and increased sales

Reading, United Kingdom

Managing the Retail Transformation roadmap for customer management encompassing captive and outsource operations in the UK and offshore. Designing the new Operating Model to deliver both significant financial benefits and improved customer experience, satisfaction and brand perception. Head of the Transformation team with annual Revex budget of £10m and Capex budget of £150m in support of the 3-year transformation program impacting 14m customers across 4m properties

Sunbury

Designed and deployed the Customer Service transformation across EMEA and Americas. Developed global standardised Operating Model for People, Process, Data, and Technology to deliver significant financial savings (£150m plus annual run rate) and an improved customer experienceManaged the transition team in Europe, America and Asia with a budget of £50m Revex and £100m Capex. Successfully transitioned 500+ customer service roles from host countries to European Service Centre, deployed CRM operating model to a further 800+ employees

Developed the Global Strategy to modernise BP Customer Services in all B2B & B2C business units. Established the operating model, value drivers and financial analysis (cash flows, NPV)Engaged with global stakeholders and senior executives to secure Capex / Revex funding in excess of £100m. Engagement included development of a model office to showcase new operating model. Developed the financial metrics and business benefits to demonstrate the strategic imperative

Sunbury

Mba, Masters In Buisness

Fast Track Advanced Management Program

Ashridge’s Fast-Track Advanced Management Programme (Fast-Track AMP) focuses on developing the key skills and knowledge that executives.

Bsc, Business Studies