Peter Deane Email & Phone Number

Cambridge, Cambridgeshire, United Kingdom

Hatfield, England, United Kingdom

Birmingham, England, United Kingdom

Cambridge, England, United Kingdom

Cambridge, England, United Kingdom

Cambridge, England, United Kingdom

Cambridge, United Kingdom

Cambridge, 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

London

• 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

London, United Kingdom

o 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

London, United Kingdom

Working 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.

Creation 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.

Design 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

Management of policy changes following the inrtoduction of Payment Card Industry Data Sercurity Standards (PCIDSS)

Implementation of 2 Factor Authentication Security to 7m online banking customers across 7 different RBS Group BrandsManagement of suppliers & technology resources, UAT and customer communications

Education record

Education record