Ray Hicks Email & Phone Number

Westwood, Ma, Us

Westwood, Ma, Us

Westwood, Massachusetts, United States

Responsible for identifying and prioritizing opportunities that negatively impact customer experiences or business objectives. Leverage internal and external data and analysis to ensure a balanced approach reflecting direct customer feedback, competitive assessments, and 3rd party future state perspectives. Partner with execution teams within an Agile environment to appropriately size and prioritize deliverables. Establish appropriate KPIs to track progress against goals and objectives while influencing business outcomes. Implement and facilitate on-going discussions to bring new analysis, observations and opportunities to key stakeholders and business partners.

Westwood, Massachusetts, United States

Manage teams responsible for creating the future state vision of various customer experiences while delivering a constant cadence of improvement opportunities. Help advance the organization by painting a clear, consistent, and accurate picture of what Citizens’ target customers want and then support execution against that vision. Lead and support a team of designers, process experts, customer journey leads and program managers in both the development and execution of experience improvements across the enterprise. Accountable for delivering against key success metrics and KPIs reflecting increased revenue, reduced expenses, or improved customer experiences.

Dedham, Massachusetts, United States

Develop the service experience transformation strategy across multiple distribution channels and product partnerships. Build and execute plans and detailed requirements for multiple consumer segments in an omni-channel, cross-channel, live and digital environment. Drive positive change across the organization by uniting, influencing, and collaborating from front-line associates to executive level leaders. Identify the people, process and technology capabilities required to deliver the desired customer experiences and then plan for the implementation of those experiences. Build on-going governance and reporting processes to ensure end-to-end accountability for driving results.

Boston, Massachusetts, United States

Work with key business partners across the organization to ensure a systematic and disciplined approach to improving the customer experience and ease of doing business. Drive awareness of the voice of the customer, including the identification, prioritization, and resolution of key customer dissatisfiers and drivers of loyalty. Build strong partnerships with internal analytics, research, finance, and operations teams to develop ongoing reporting and analysis to establish correlations to, and drivers of, customer satisfaction and loyalty. Develop and maintain benchmarking material to understand best practices from inside and outside the financial services industry in customer experience management.

Boston, Massachusetts, United States

Manage the long-term / strategic planning process to support Phone, Branch and Web channels encompassing over 8,000 resources across 200 locations. Design and develop new planning tools, processes, and analysis to support the broader planning needs and advance the overall output of the team. Provide ad hoc business analysis regarding a variety of performance drivers including changes in associate performance, customer demand and new product or service offerings. Provide senior management and key business partners ongoing operational analysis, recommendations to improve results and communicate final strategy for implementation.

Framingham, Massachusetts, United States

Manage the workforce planning function for the Customer Service Division of North American Delivery including forecasting, staff planning, contact routing (phone, fax, chat, email) service level management, crisis management and financial / cost modeling. Provide strategic direction for the WFP Team and partner with service operations and support areas to develop and maintain operating practices that ensure service level and financial goals are achieved.

Boston, Massachusetts, United States

Work with clients on a wide variety of customer relationship and service delivery initiatives to develop a world class customer service experience. Coach and mentor junior consultants / analysts to develop complementary skill sets to enhance their existing expertise. Manage internal budgets and client contracting to ensure projects are delivered within the scope of the contract and pricing structure. Research best in class customer service operations and work with clients to develop their vision statement and core operating principles for customer service delivery.

Quincy, Massachusetts, United States

Responsible for the day-to-day operations management of the Member Service and Provider Service call centers. Establish call center management practices required to achieve short- and long-term service delivery and operational goals. Work with product owners to identify operational requirements and highlight existing service delivery gaps to develop appropriate procedural or technical solutions. Develop the long-term service and experience vision of the service operation and call center structure to support the delivery of world class customer service.

Boston. Massachusetts And San Diego, California

CCoached and developed a team of customer service associates within the Retail Funds Group. Managed the daily workload of the customer service associates and provided necessary procedural and technical assistance. Work with the National Call Center Management Team to support the call center operations for the Scudder and AARP Funds. Responsible for managing all staffing and scheduling functions while prioritizing the operational requirements of the service centers to achieve specific site goals.