Paul Farrell Email and Phone Number
Paul Farrell personal email
- Valid
Paul is passionate about driving the customer agenda.With 15 years’ experience in both Retail and Financial sectors, he's been involved in projects where he could make a difference and improve the customer journey, enhance the colleague experience and make the business more efficient.He has a wealth of experience with insight & analytics, resource management, MI, processes, customer research, root cause analysis of complaints, etc. to identify the issues then engage with key stakeholders to make recommendations for improvement. Customer focused – He is a strong believer in the customer experience and making sure customers are treated fairly. He has extensive knowledge in end to end customer experience and implemented improvements, as well as looking at what the perfect journey would be to ensure positive emotions.Business analysis – He can run end to end reviews using customer and colleague input along with business MI and modelling processes to identify issues and make recommendations for improvement. Project Management – He has experience in project management to facilitate effective change for customers.Specialties:Customer experience management / Moment mappingBusiness and process improvementBusiness analyst / root cause analysisConfirmit & Qualtrics Survey & Dashboard PlatformsProject managementCoaching and supporting colleaguesStakeholder managementPeople managementMicrosoft Excel, Access, PowerpointSQL / Teradata SPSSR / Python
Lloyds Banking Group
View- Website:
- lloydsbankinggroup.com
- Employees:
- 61911
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Digital Customer Experience Performance And Insights ManagerLloyds Banking GroupBristol, England, Gb
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Digital Customer Experience Performance & Insights ManagerLloyds Banking Group Jan 2020 - PresentLondon, Uk, GbResearch 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.
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Customer Segments Experience ManagerLloyds Banking Group Jun 2018 - Jan 2020London, Uk, GbProviding 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.
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Senior Research Analyst Customer Experience And Measurement - Digital And LoansLloyds Banking Group Aug 2015 - Jun 2018London, Uk, GbKey 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.
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Business Support ManagerTesco Plc Jan 2015 - Aug 2015Welwyn Garden City, Hertfordshire, GbKey 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 -
Customer Insight AnalystTesco Plc May 2011 - Jan 2015Welwyn Garden City, Hertfordshire, GbKey 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.
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Resource AnalystTesco Plc Mar 2009 - May 2011Welwyn Garden City, Hertfordshire, GbKey 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.
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Business Support ExecutiveTesco Plc Aug 2006 - Mar 2009Welwyn Garden City, Hertfordshire, GbBusiness 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.
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Customer Service ManagerTesco Plc Jun 2005 - Jun 2005Welwyn Garden City, Hertfordshire, GbCustomer 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.
Paul Farrell Skills
Paul Farrell Education Details
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University Of DundeePhilosophy -
St Johns R.C. High School, Dundee
Frequently Asked Questions about Paul Farrell
What company does Paul Farrell work for?
Paul Farrell works for Lloyds Banking Group
What is Paul Farrell's role at the current company?
Paul Farrell's current role is Digital Customer Experience Performance and Insights Manager.
What is Paul Farrell's email address?
Paul Farrell's email address is sp****@****ail.com
What schools did Paul Farrell attend?
Paul Farrell attended University Of Dundee, St Johns R.c. High School, Dundee.
What are some of Paul Farrell's interests?
Paul Farrell has interest in Human Rights, Animal Welfare, Environment, Science And Technology.
What skills is Paul Farrell known for?
Paul Farrell has skills like Customer Experience, Stakeholder Management, Team Management, Data Analysis, Customer Insight, Market Research, Leadership, Retail, Customer Satisfaction, Analytics, Customer Service, Analysis.
Who are Paul Farrell's colleagues?
Paul Farrell's colleagues are Kevin Cunningham, Trevor Clarke, Simon Y., Kieron Hartnett, Paris Reardon, Jp Mishra, Emma Brown.
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