Peter Deane Email and Phone Number
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An innovative leader with extensive experience of using Customer Feedback to improve experiences. I have a broad range of experiences across multiple industries (including Financial Services, Social Housing, Education and Local Government covering both B2B and B2C customers)Digital Process Improvement- Leading programmes which combine Lean Six Sigma, Process mining (Celonis) and automation tools to improve and streamline processes and deliver cashable benefits for clientsCustomer Insight & Research:- Qualitative and quantitative research design to support the improvement of existing anddesign of new customer experiences and products both in house andusing agencies.- Moderating qualitative fieldwork events (both face to face and online) including depth interviews with C suite respondents- Creation and use of customer journeys to drive understanding and improvement of the customer experience- Working with government agencies, regulators, industry bodies and competitors to design andimplement industry wide research programmes.- Design and on-going management of tracking studies for Net Promoter Score.- Synthesis of multiple sources of insight such as complaints, competitor intelligence andprimary research to create clear and compelling recommendations.- Creation, syndication and presentation of business cases and board papers including regular interaction and influencing of divisional CEOsEnd to end customer experience programme design:- Leading transformational change- Using customer feedback and data to drive change across organisations- Lean Six Sigma Green Belt- A strong influencer and facilitator - Development, delivery and evaluation of change projects
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Senior Improvement ProfessionalOcado GroupCambridge, Cambridgeshire, United Kingdom -
Senior Improvement ProfessionalOcado Group Aug 2024 - PresentHatfield, England, United Kingdom -
ManagerPwc Uk Apr 2023 - Aug 2024Birmingham, England, United Kingdom -
Product Insight And Delivery LeadBedrock Learning Oct 2022 - Jan 2023Cambridge, England, United Kingdom -
Delivery Lead (Multi Level Testing)Cambridge University Press & Assessment Nov 2021 - Oct 2022Cambridge, England, United Kingdom -
Senior Delivery Manager (Quality & Customer Training)Cambridge Assessment English Aug 2020 - Nov 2021Cambridge, England, United Kingdom -
Customer Services ManagerCambridge Assessment English Sep 2019 - Aug 2020Cambridge, United Kingdom
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Customer Insight Manager (Contract)Cambridge Assessment English Jan 2019 - Sep 2019Cambridge, United Kingdom• Design of a customer experience measurement framework to provide continuous and actionable customer insight to the organisation• Design, management, analysis and reporting of ad-hoc customer insight projects both in the UK and internationally• Defining and understanding customer journeys with key stakeholders across the wider Cambridge Assessment group to identify improvements to the customer experience• Acting as consultant to the Technology Review programme to advise on the use of customer journeys and episodes to ensure the programme delivered an improved customer experience• Leading the review and redesign of customer satisfaction surveys to focus questions on what matters to customers• Managing ongoing satisfaction tracking studies, including regular analysis and communication of results to drive improvements in teams across the value chain• Statistical analysis of survey data to identify the drivers of satisfaction and recommendation for different customer segments
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Insight DirectorDeliberata Sep 2017 - Jan 2019London• Working with a range of clients across different industries (both B2B and B2C) to design and carry out customer research projects in order to provide key insights for service improvement and increased profitability• Acting as deputy to the Managing Director and supporting business development activity• Managing, designing and running collaborative industry wide research projects bringing together up to 16 different companies to co-sponsor research• Design and continuous improvement of both qualitative and quantitative research methodologies to identify and quantify opportunities• Recruitment and management of a team of 3 consultants• Designing and leading qualitative interviews and groups with a wide range of respondent, from benefit claimants to CEOs -
Head Of Customer Insight, Commercial & Private BankingRoyal Bank Of Scotland Oct 2014 - Jul 2017London, United Kingdomo Leading the creation and definition of customer journeys across multiple brands to prioritise and design improvementso Collation, analysis and sharing of customer research and associated improvement plans with executive stakeholders which directly contributed to Commercial Banking achieving number one for Net Promoter Score.o Working directly with the Competition & Markets Authority (CMA), the British Bankers Association (BBA) and other banks whilst representing RBS in negotiations, design and delivery of new industry wide customer satisfaction surveys to measure service quality for both personal and business current accounts.o Implementation of a Closed Loop Feedback research programme to understand the drivers of Net Promoter Score and improve customer experience -
Customer Experience & Sdmc Divisional LeadRoyal Bank Of Scotland May 2012 - Oct 2014London, United KingdomWorking with academic and industry partners to create and deploy a full End to End Customer Experience methodology. Utilising Customer insight, Cost, Risk and Lean / Six Sigma process improvement lenses to improve customer satisfaction and advocacy, which in turn provides increased revenue opportunities.Acting as a consultant to a number of varying divisions including Retail, Corporate and Wealth, in order to develop understanding of current performance and improvement oportunities for Customer Journeys and Moments of Truth.
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Customer Experience ManagerRbs Jan 2011 - May 2012Creation of a fully e2e customer experience management methodology.Identification of customer improvement leavers to drive customer advocacy, retention and profitabilityVoice of the customer Programme Manager in the biggest ever banking transformational change initiative, working with business leaders across front facing divisions, while building group wide lean capability to drive improvement in service delivery and develop a customer driven culture in the bank. Consultant to a number of business functions and programmes to shape direction, change priorities and prioritise business solutions with stakeholders across the bank. Design and deliver end to end customer analysis and insight which challenges thinking and contributes to decision making processes in the bank.
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Senior Customer Experience AnalystRbs Mar 2010 - May 2011Design and deliver end to end customer analysis and insight which challenges thinking and contributes to decision making processes in the bank.Support of 30 Lean Trasformation projects coaching & training Lean Change Agents to incorporate the voice of the customer into thier projects
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Change ManagementRoyal Bank Of Scotland 2008 - 2009Management of policy changes following the inrtoduction of Payment Card Industry Data Sercurity Standards (PCIDSS)
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Change ManagementRoyal Bank Of Scotland 2006 - 2008Implementation of 2 Factor Authentication Security to 7m online banking customers across 7 different RBS Group BrandsManagement of suppliers & technology resources, UAT and customer communications
Peter Deane Skills
Peter Deane Education Details
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St Lawrence College, Uk
Frequently Asked Questions about Peter Deane
What company does Peter Deane work for?
Peter Deane works for Ocado Group
What is Peter Deane's role at the current company?
Peter Deane's current role is Senior Improvement Professional.
What is Peter Deane's email address?
Peter Deane's email address is pe****@****rbs.com
What is Peter Deane's direct phone number?
Peter Deane's direct phone number is (866) 259*****
What schools did Peter Deane attend?
Peter Deane attended Loughborough University, St Lawrence College, Uk.
What skills is Peter Deane known for?
Peter Deane has skills like Stakeholder Management, Management, Project Management, Business Strategy, Business Intelligence, Change Management, Customer Experience Management, Customer Insight, Continuous Improvement, Quantitative Research, Qualitative Research, Net Promoter Score.
Who are Peter Deane's colleagues?
Peter Deane's colleagues are Imad Talbi, Sukhwinder Kaur, Marlon Dacosta, Eamonn Keefe, Ash Mathur, Sravani Velaga, Dominic Guttridge.
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Peter Deane
Greater Reading Area1microsoft.com -
Peter Deane
I Am A Seasoned Business Leader With A Proven Track Record In Driving Significant Profitable Growth For Complex Software Across Emea. I Am Now Seeking Challenging New Opportunities In Executive Or Non-Executive Roles.Egham1ntlworld.com -
Peter Deane,
Mid Sussex1aol.com
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