Sarah Cooper Email & Phone Number

Chertsey, Gb

London Area, United Kingdom

• Worked with External Partner and UW team to codify the culture and develop our DNA and Behaviours • Developed the Diversity & Inclusion strategy for UW including the establishment of seven Employee Resource Groups.• Established a new Employee Forum to create additional listening and co-creation opportunities with our employees• Recruited and supported UW Champions to support the roll-out of our new DNA and behaviours and support with change • Developed inclusive HR policies… Show more • Worked with External Partner and UW team to codify the culture and develop our DNA and Behaviours • Developed the Diversity & Inclusion strategy for UW including the establishment of seven Employee Resource Groups.• Established a new Employee Forum to create additional listening and co-creation opportunities with our employees• Recruited and supported UW Champions to support the roll-out of our new DNA and behaviours and support with change • Developed inclusive HR policies including 5 days paid Carers Leave and enhanced Maternity and Paternity leave • Implemented Qualtrics to measure employee engagement and eNPS including action planning and link to business priorities• Established a People Team roadmap and introduced a prioritisation process• Designed and implemented ways of working including a consistent project management process Show less

London, England, United Kingdom

Maidenhead

- Accountable for Three's Performance Management process, core Ways of Working based on Agile methodologies and Being Three behaviours - Designed Three's move to a continuous performance management process including removal of performance ratings

Maidenhead

- Accountable for defining and developing the end to end employee journey at Three through key life moments- Development of journeys and experience to support implementation of Oracle Fusion - Development of journeys and employee personas to support Transformation- Support design and delivery of new employee propositions including enhanced holiday entitlement and personal days

Maidenhead

Part of the small Three Customer team planning the potential merger of Three with O2. Responsible for mapping customer journeys and identifying IT and employee changes.

Maidenhead, Berkshire

As a Customer Experience Designer, my role was to design and deliver consistent, multi-channel customer support solutions which will help improve customer satisfaction and brand perception. I was accountable for the full end-to-end design of a project and the successful delivery of the solution into the customer-facing channels. The role required strong project management and analytical skills as well as the ability to manage a wide range of stakeholders at all levels.

London

Responsible for running the customer satisfaction programme for Relationship managers within Corporate Banking including reporting, analysis and stakeholder management.Commissioning and project management of ad-hoc research including agency briefing, sample delivery and questionnaire design.

London, United Kingdom

GOALS is a social enterprise specialising in motivational training in the Welfare to work sector. My role at this company was to support the bids for new contracts. I also ensured the successful implementation of a new government-funded training contract by designing new processes, systems and reporting.

Staines

From 2005-2010 I had accountability for the design, delivery, analysis and reporting of customer research and insight to enable key stakeholders to monitor and improve customer satisfaction and loyalty. I had responsibility for reviewing external best practice and consumer trends to ensure the service experience developed in line with changing customer needs and expectations. I also had line management responsibility for 6 people. Prior to 2005, I held a range of different… Show more From 2005-2010 I had accountability for the design, delivery, analysis and reporting of customer research and insight to enable key stakeholders to monitor and improve customer satisfaction and loyalty. I had responsibility for reviewing external best practice and consumer trends to ensure the service experience developed in line with changing customer needs and expectations. I also had line management responsibility for 6 people. Prior to 2005, I held a range of different positions including operational and project management roles within Bupa's contact centre. Show less

Diploma In Management Studies, Business Administration And Management, General

Ba Hons, Education And History

Education record

Education record

Education record