Paul Burrows Email & Phone Number

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London, England, Gb

Member of Senior Leadership Team. Defining a global, strategic approach to multi-channel customer experience delivery to improve customer outcomes and grow sales with a particular focus on digital self-service channels, contact centre operations, marketing capability and leveraging data to develop a sales and performance culture.

London, Gb

Member of Executive Committee with accountability for the Sales, Service and Retention customer journeys, Digital Product Management, Integrated Marketing, Customer Insight, and Contact Centre Operations to deliver improved customer experiences through seamless multi-channel customer journey design and optimisation.Fosters a culture of continuous improvement, under-pinned by multi-channel performance data, customer behaviour and market insight to prioritise and deliver change to unlock commercial value, deliver better customer outcomes and meet regulatory requirements. Defined and delivered a digital strategy, enabling lower effort customer service experiences resulting in strong digital engagement and conversion rates across all aspects of the policy lifecycle. Digital channel share increased by 11% for new business with over 90% of policies bought online and self-service policy administration increasing year on year.Leads customer programme with inputs from voice of customer sources, including speech analytics, behavioural analysis and sentiment analysis tools. Implemented CRM integrated with automated marketing platforms and data analytics to enable more personal and timely experiences for customers and deliver operational efficiencies through automated processes. Upskilled contact centre operations launching a social customer service team, significantly improving response times and reducing negative sentiment within the channel. Launched live chat channel to provide enhanced customer support within digital channels to reduce channel shift, increase conversion and provide insight into journey design to reduce future customer effort. Increased digital and contact centre customer satisfaction, exceeding market benchmarked targets from an under-performing starting point, achieved Feefo’s Platinum customer service award, and moved Trust Pilot from Poor to Excellent rating and staff engagement metrics are currently at their highest level (Q2 2021).

London, Gb

Reporting to the Commercial Director with a mandate to increase digital channel performance and customer experience. Overhauled the design process introducing usability testing, recruiting UX design capability and leveraging customer insight and behavioural analytics to design and deliver new, mobile responsive customer journeys for both Motor and Home product lines, significantly improving customer experience and satisfaction through the purchase process, resulting in a 97% customer satisfaction score gathered through customer reviews, delivering against commercial targets, and gaining recognition for best practice design and process from independent insurance industry focused UX studies. Replicated this approach for partner channels. Introduced test and learn strategies, leveraging customer feedback, behavioural analytics and usability testing.Responsible for digital marketing, managing the efficient spend of a multi-million pound budget to drive acquisition for AXA and Swiftcover brands, working with agency resources to manage paid search, display and affiliates, and maximising direct Facebook and Google partnerships. Formed a content production team to improve SEO performance, onsite engagement and increase social channel engagement in addition to email marketing.

Hannover, Lower Saxony, De

Responsible for the eCommerce channel and global teams during a period of major internal re-structure and consolidation of Marine Division into an existing Division and Management Structure.I built and presented the business case for a €700k eCommerce project to provide a new platform for the Le Boat brand to deliver an EBITA of €3m over 5 years, which I subsequently delivered within budget, ahead of peak trading periods and is now successfully trading in 5 currencies and 7 languages and showing increased engagement metrics, especially from mobile visitors due to the responsive design providing a better customer experience.I assumed full responsibility for Online Development from July 2013, building a new UK based development team and managing suppliers for outsourced work. Having identified issues within the customer journey, I led 3 projects to address ‘search’, ‘book’ and ‘enquire’ for 2 global brands. This included customer research and testing, UX design and defining the technical requirements before managing the development cycle and global roll-out, as well as delivering an international rebrand online.

Hannover, Lower Saxony, De

Responsible for the management of the Sector eCommerce team to promote and support eCommerce best practice across the Sector, and managing two internal agency teams focused on improving commercial performance online and reducing costs.I built a new, 25 strong team of digital experts to provide agency-style services operating on a recharge model to internal businesses. We provided planning and resources to implement digital marketing strategies including SEO, PPC, social media, analytics and reporting, as well as onsite strategies to increase conversion rates through user testing, multi-variate testing and UX design. The goal was to get all businesses running effective digital marketing campaigns backed by a comprehensive digital strategy and addressing the trend towards mobile devices. This included obtaining senior management buy-in to secure investment.As part of this goal, I delivered training and knowledge sharing through Sector-wide eCommerce forums, presentations and workshops to senior management teams, eCommerce teams and various management boards, as well as delivering the eCommerce module of TUI’s Commercial Programme to the management talent pool.In December 2012, the Sector Board and central functions including my role and team were made redundant in a major restructure. I was retained in the business to drive growth through the online channel within the Marine Division, whilst supporting the transition into a new management structure.

Hannover, Lower Saxony, De

I built an internal web development team running as an internal agency with all overheads fully recharged through projects. I delivered over 30 eCommerce projects, mainly complete rebuilds, including multi-lingual, multi-currency, full eCommerce sites. I was responsible for project scope, UX Design, platform delivery, and for the majority of projects I was also the project manager ensuring delivery on time and budget. I introduced a standard content management system to lower operating costs and increase efficiency. This was adopted by over 30 businesses and is still rolling out today.In 2010, I was part of a small team responsible for delivering an iPhone app as a brand awareness campaign for Thomson Sport during the World Cup. The app was played by 4000 people with 10% signing up to the marketing database. The app went on to support Champions League.

Responsible for the design, build and optimisation of the digital channel globally including localised currency and language variations along with online booking capability across the portfolio. I took the opportunity to standardise our technology and processes to lower operating costs and increase efficiency including speed to market for new propositions. I also delivered training to local marketing teams in France, Germany, Switzerland and America and supported a global roll-out of a new reservation system.

Portsmouth, Hampshire, Gb

Created and led an in-house team to develop the company website from a 9 page static site to a full multi-lingual, multi-currency eCommerce platform. Launched the first online booking system in 2000 and streamlined data from back-office reservation systems to enable dynamic pricing grids online. Supported exciting marketing initiatives including building a holiday auction microsite from scratch as a flash sale. Designed and developed a multi-lingual in-house content management system, which hosted 6 regional site versions globally, and developed a real-time analytics platform for performance management of email marketing.

Portsmouth, Hampshire, Gb

As part of the leadership team, I managed and developed teams to deliver amazing holiday experiences to guests staying in resorts across Greece. Operating Royal Yachting Association recognised sailing centres in the role of Senior Instructor, I led RYA qualified dinghy, windsurf and yachting instructors in successfully delivering RYA courses, as well as ensuring client safety on the water and maintaining a fleet of 200+ craft including yachts, dinghies, windsurfers, RIBs and waterski boats.

Finance For Non-Finance Executive (F.I.N.E)

Leisure Management

Education record