Paul Farrell Email & Phone Number

Bristol, England, Gb

London, Uk, Gb

Research Manager for Digital Channel NPS and Customer Experience measurement ProgrammeCurrent Responsibilities include:• Leading development and rollout of strategic "in the moment" Customer Experience measurement within IB and Mobile Banking Platforms• Providing Analysis & Insights to drive customer lead change.• Answering business questions by conducting thorough and precise analysis.• Administrator / SME on Qualtrics Survey, Analysis & Dashboard Software. Training lead for Qualtrics• Technical Support Lead in immediate and wider team.

London, Uk, Gb

Providing a view of Product and Channel NPS through a segmented lens, to identify opportunities for business growth in key value segments.Current Responsibilities include:• Regular Semgent level NPS reporting for Product and Channel NPS.• E2E ownership of several Strategic Research Project, to support new business initiatives.• Answering business questions by conducting thorough and precise analysis.

London, Uk, Gb

Key Roles and responsibilities- Leading the Consumer Loans NPS Measurement Programme. - Supporting the Consumer Digital NPS Measurement Programme, encompassing Desktop, Mobile App & Browser, and Tablet platforms. - Reacting to diverse senior stakeholder demand with adhoc analysis and insight creation.- Survey and Report creation / Maintenance via the Confirmit Survey Authoring platform.

Welwyn Garden City, Hertfordshire, Gb

Key Roles and responsibilities- Leading a support team of 35 which provides exceptional service to an operation of 400+ front line colleagues- Providing support for UK and ROI Customer Service business areas- Supporting Store Reception calls for over 900 UK and ROI stores- Tesco Twitter and Facebook customer care accountsKey accountabilities/achievements include- Building effective senior stakeholder internal and external relationships across all areas of the business to deliver a joined up service experience- Coaching customer service teams to deliver exceptional service - Developing and implementing new processes to reduce contact and drive business improvements- Coordinate natural work teams for all major issues that affect the business

Welwyn Garden City, Hertfordshire, Gb

Key roles and responsibilities - Extracting and analysing large data sets from a number of CRM sources- Condensing large amounts of data into clear, actionable insight for stakeholders.- Reporting on key customer trends for senior Tesco leadership, including UK board level, on in store customer experience measures. - Building strong relationships with senior internal and external stakeholders- Leading weekly forums with internal stakeholder groups to report on Customer Experience and Satisfaction measures.- Working solo and part of a wider insight function under demanding timescales to deliver great insight.- Reporting on emerging and brand sensitive issues.

Welwyn Garden City, Hertfordshire, Gb

Key roles and responsibilities - Real Time resource management of a contact centre operation of c.1,500 colleagues- Delivering service level targets by optimising real time resource- Workforce management administrator overseeing schedules, forecasting, campaign management and planned activities- Lead analyst in charge of managing relationship with off site colleagues in Hindustan Service Centre- Working with stakeholders to accurately forecast existing and emerging business area contact volumes.- Holiday and Schedule administrator.

Welwyn Garden City, Hertfordshire, Gb

Business support executive for both Tesco Direct and Tesco Clubcard business support teams. Providing insight for internal & external stakeholders for dynamic business areas. Managing internal & external relationships. Report creation and maintenance, managing inbound CSC contact and answering escalated queries.

Welwyn Garden City, Hertfordshire, Gb

Customer Service manager dealing with inbound customer contact across calls and emails. Managing expectations and providing excellent customer service for customers querying Clubcard, Grocery Home Shopping, Direct and technical support.

Ma Hons, Philosophy

Education record