Patrick Lee

Patrick Lee Email and Phone Number

Transformation Specialist and Delivery Director @ PCX Consulting Limited
Faversham, GB
Patrick Lee's Location
Faversham, England, United Kingdom, United Kingdom
Patrick Lee's Contact Details

Patrick Lee personal email

n/a
About Patrick Lee

Multi-client customer management, CX , continuous improvement and transformation leader

Patrick Lee's Current Company Details
PCX Consulting Limited

Pcx Consulting Limited

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Transformation Specialist and Delivery Director
Faversham, GB
Website:
capita.com
Employees:
20136
Patrick Lee Work Experience Details
  • Pcx Consulting Limited
    Transformation Specialist And Delivery Director
    Pcx Consulting Limited
    Faversham, Gb
  • Capita
    Customer Experience Improvement Director
    Capita Apr 2018 - Present
    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
    View
  • Capita
    Transformation Director - Operations
    Capita Jul 2017 - Apr 2018
    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
    View
  • Thames Water
    Head Of Retail Transformation And Change
    Thames Water Dec 2013 - Apr 2017
    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
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  • Bp
    Global Transformation Manager
    Bp 2008 - 2013
    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
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  • Bp
    Global Strategy Manager - Customer Services
    Bp 2005 - 2008
    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
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  • Bp
    Commercial Manager, Group Marketing
    Bp 2004 - 2005
    Sunbury
    View
  • Bp
    Global Customer & Crm Manager
    Bp 2000 - 2004
    View
  • Mobil Oil
    Sales & Marketing Roles
    Mobil Oil 1992 - 2000
    View

Patrick Lee Skills

Project Delivery Business Transformation Stakeholder Management Change Management

Patrick Lee Education Details

Frequently Asked Questions about Patrick Lee

What company does Patrick Lee work for?

Patrick Lee works for Pcx Consulting Limited

What is Patrick Lee's role at the current company?

Patrick Lee's current role is Transformation Specialist and Delivery Director.

What is Patrick Lee's email address?

Patrick Lee's email address is pa****@****r.co.uk

What schools did Patrick Lee attend?

Patrick Lee attended Henley Management College, Ashridge Executive Education, Hult International Business School, Aston University.

What skills is Patrick Lee known for?

Patrick Lee has skills like Project Delivery, Business Transformation, Stakeholder Management, Change Management.

Who are Patrick Lee's colleagues?

Patrick Lee's colleagues are Zaiba Jeewa, Suzanne Wormald, Laura Ellis, Lynn Goodall, Anissa Khaskhoussi, Jevaun Fienies, Hanan Mumin.

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