I'm Sam Johnson-Cuthell, a UK-based Customer Experience and Operational Engagement expert, with a people-centric mindset.With over 20 years of management and strategy design across B2B and B2C, in a wide range of industries including IT, Engineering, Financial Services and Retail, there's a fair few skills, experience and qualifications that I've picked up on the way.I used to say that I am passionate about Customer Experience. That’s too restrictive! I’m passionate about people, making things simple (life is complicated enough without adding to it) and transformational change that delivers big benefits.I love nothing better than leading a team to it's full potential, through mentoring, performance management, coaching as well as training and career development.During the pandemic I spent a lot of time honing my skills for coaching as well as designing and delivering training, centred around Customer Experience, Tone of Voice, LEAN principles and leadership. There's nothing better than seeing a light-bulb moment take place and you know it's going to make a difference.I'm well equipped with a lean six-sigma mindset and design journeys and services that save time and effort make customer's lives easier, after all, who has time to waste nowadays?With a degree in foreign languages and a diploma in marketing communications, it's fair to say that I love engagement. Internal engagement is a particular passion as I know the difference that it can make to not only employee motivation but bottom-line performance.Aside from the other skills listed in my profile, the other big area to mention is data analytics/customer research. Having delivered several Voice of the Customer solutions and Closed Loop processes, I am well versed in the design, implementation, delivery and engagement elements of these cultural transformation change programmes. Not forgetting, of course, the governance structures and processes created to monitor, control and measure success of related efficiency projects and continuous improvement activities.I truly believe that with a bit of experience, good communication, a great team and loads of passion and creativity, anything is possible!Please feel free to contact me through LinkedIn, and I’ll get straight back to you.