Sam Johnson-Cuthell Email & Phone Number

United Kingdom

Warrington, England, United Kingdom

Warrington, England, United Kingdom

Warrington, United Kingdom

London, England, United Kingdom

Chester, United Kingdom

Chester

North West, United Kingdom

I was accountable for developing the customer experience strategy and steering change and transformation projects to deliver the strategy, with an annual budget of £2.8million.Initially in this role I led a team of 120 staff; as the role expanded I progressed to manage the Customer Experience Project Manager and the Voice of the Customer Coordinator. I also coached and mentored Project Managers. I was able to leverage cutting-edge technology to deliver improvements in customer experience and led cross-functional projects using Lean Six Sigma methodology. I managed the IT business relationship at the customer service centre, including developing and implementing the technical strategy. I also chaired the Customer Experience steering committee and sponsored the top 40 customer experience projects. Key achievements in this role included: - Winning executive buy-in to change, demonstrating strong influencing skills and building robust business cases - Spearheading a project to drive customer retention, delivering £1.5million of retained business in 1 year against a target of £1million - Achieving a 10% year-on-year improvement in the customer engagement score and 92% retention of detractor customers - Winning nomination for the Global Performance Transformation Award following the global roll-out of the customer experience strategy - Acting as Customer Experience SME for a global order-to-cash journey improvement project, supporting implementation in multiple countries - Leading projects delivering against targets of 90% of calls resolved at first contact and reducing contacts into the Customer Service Centre by 10% - Increasing survey responses in the UK and Ireland from 2,000 to 30,000 by optimising new technology, saving £2million globally using the same platform - Improving the customer effort score from +42 to +80 and saving £4.4million from projects based on customer insight- Delivering a 13% headcount cost saving against a target of 10%

During this time, I delivered service improvement plans and training across multiple helpdesks. I was also responsible for resource planning, quality auditing and the development of best-in-class policies. I additionally owned a £50,000 budget for developing and delivering process and soft skills training.Key achievements in this role included:- Securing multiple internal promotions, from Analyst to Team Leader, then Group Leader managing over 100 staff across 2 locations, and finally Total Quality Manager - Completing a secondment as customer service centre subject matter expert, providing consultancy for the transition and transformation of 2 customer service centres, resulting in savings of 59 FTE - equivalent to a saving of £1.4million - Improving efficiency and accuracy by implementing governance processes and conducting root cause analysis on time management - Delivering an average 10% saving against call volumes by designing and delivering Lean training across multiple helpdesks- Owning the business continuity and disaster recovery plan for the customer service centre, including scenario testing

Manchester, United Kingdom

1.Complaint management and query resolution2.Line Management of a team of helpdesk analysts across multiple locations3.Service Delivery and Customer Management4.Incident Manager for the Business Continuity Plan and Disaster Recovery Process5.Line Management of a Team of Total Quality Managers6.Delivery of Service Improvement Plans and training7.Resource planning in accordance with the project and reporting demand8.Ownership of the Education Budget for UK End User Services9.Development of best-of-breed policies in line with customer requirements10.Consultant to the New Business Team on the Transition and Transformation of a Customer Service Centre, including Process and Organisational design, Training and Development, Systems and Tools, Service Level Agreements, Business Continuity and Disaster Recovery

Ccxp Accreditation, Customer Experience, Accreditation

Professional Marketing Qualification, Marketing Communications

Marketing Communications, Diploma In Marketing Communications

Certification, Green Belt

Itil Foundation, Itil Foundation, Itil Foundation

Ba Hons, Modern Languages (Portuguese, Spanish, Italian) And Linguistics

Bachelor Of Arts - Ba, Modern Languages And Linguistics, 2:1