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Customer Experience management with significant design and delivery experience. A strong focus on the delivery of organisational capabilities which add value to both customer and organisation. Identification and fixing of current causes of dissatisfaction; and design of future capabilities and business opportunitiesVoice of the Customer expertise including design and leadership of a major Net Promoter Score programme. Highly experienced right through from initial scope and aims, to operational embedding and benefit delivery.Organisational Development including design and delivery of a wide range of OD tools and capabilities.Change Management in the context of formal project / programme disciplines and in the context of cultural change and strategic ambitions. Thought leadership in the customer space generally which is backed up by strong intellectual and academic credentials.A track record of operating and influencing at exec and senior management levels.Specialties: Customer Experience; Voice of the Customer; Net Promoter Score; Organisational Change; Organisational Development; Experience Design; Communication; Change Management Culture Change; Change Leadership
Landscape Partners
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Head Of Customer OperationsLandscape Partners Sep 2020 - PresentUnited KingdomHead of Customer Operations at Landscape Partners
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Merger And Acquisiton LeadNpower Mar 2018 - Sep 2020London / MidlandsCustomer Service lead on two major merger & acquisition programs between npower and other Big 6 energy suppliers (SSE and eon). Led clean team and feasibility activities which involved pre-deal development of synergy cases / future Operating Model / implementation plans to inform strategic go / no go decision making about the deals and shape plans for what the combined organisation could look like.• Highly complex projects during which I successfully balanced the strategic nature of the work alongside detailed data gathering / analysis / hypothesis testing / decision making / negotiating / technical understanding / stakeholder engagement and management from subject matter expert to exec level.• All delivered at pace and with multiple moving parts in terms of changing scope / political pressures / understanding of detailed data and modelling conclusions/ strategic understanding of impact on capabilities, customers and organisational success.• For the SSE deal: Delivery of Customer Service synergy benefits case (£25m) target and stretch benefits case (£42m). Delivery of multiple subject specific outputs including Future Operating Model; 100 Day, Year 1, Year 2, Year 3 integration plans; Channel shift targets and plans; Risk and Regulatory position; Service Culture; Core IT system performance appraisal; Customer Debt Policy and management. • For the eon deal: Operating Model design; Operational Readiness planning; Customer Journey design; Operational Synergy benefits (£49m) – then transition into Operational Readiness delivery activities. -
Customer Experience Strategy ManagerNpower May 2013 - Mar 2018Worcester / Solihull / Durham United KingdomCustomer Experience Strategy Manager for npower 2013 - 2018Led npower’s Customer Experience function. Designed, implemented and embedded npower’s Customer Experience Framework (Journey mapping methodology and toolset / Journey management methodology)- Core journeys mapped and over £20m of improvement opportunities wired into change delivery projects run through Continuous Improvement, customer comms teams, field staff and front line.- Significant attention on npower’s ‘Return to Sustainability’ program, with heavy involvement in customer focused decision making, design, planning and delivery activity. This covers a wide range of areas including Customer Service Strategy / Channel Strategy / Target Operating Model / Customer Outcomes / Cross functional business unit dependencies such as Smart program impacts and dependencies on Customer Service / Customer Comms design / Insight design.- Throughout all of the above Relationship CSAT has improved by over 20 points and Transactional NPS by over 30 points, along with improvements in other key metrics such as complaint volumes - from last to 2nd in big six inflow ranking / ESAT from 2.8 to 3.9 (5 point scale). Npower has become a much higher performing and confident organisation.
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Customer Experience ManagerAviva Jun 2009 - Aug 2012Delivery of an embedded multi touch point Voice of the Customer capability. This includes a Transactional Net Promoter Programme which has: - Surveyed over 250,000 customers - Driven numerous tactical and strategic change initiatives - Seen a 6 fold increase in score since the programme started- Changed the organisational customer agenda Delivery of a multi source Voice of the Customer view of customer perceptions and needs together with analytical and closed loop action planning to drive improvementDesign of new social business propositions and content development of same -
Customer ExperienceNorwich Union Jun 2003 - Jun 2009Delivery of numerous Organisational Development interventions focusing on customer and leadership capabilities and resulting cultural change which have significantly improved front line operational management capabilitiesChange management activities across a range of initiatives including company mergers, redesign of Target Operating Models, Process re-engineering etc
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Project ManagerNorwich Union May 2000 - Jun 2003Management of significant (complex / high value / wide reaching) change projects impacting operational and financial performance across the operations network. This includes legislative, IT, and merger change activity.Change management activities across a range of initiatives including company mergers, redesign of Target Operating Models, Process re-engineering etc
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Claims Change ManagerCgu Jan 1998 - May 2000Management of significant (complex / high value / wide reaching) change initiatives impacting operational and financial performance across the claims branch network -
Head Office Claims Technical ManagerCommercial Union May 1996 - Jan 1998A deep technical claims role with responsibility for the day to day handling of a caseload of high value liability and motor claims each individually worth between £50K - £4m, plus technical referrals from operational claims teams on technical and handling authority issues -
Branch Claims Business ManagerCommercial Union Mar 1994 - May 1996Day to day management of a branch claims department with annual claims spend of over £100 mManagement of service delivery to a variety of customers from direct, intermediated, and corporate partner channels - including account management with intermediaries and corporate partners on behalf of claims
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Claims InvestigatorCommercial Union Feb 1992 - Mar 1994Investigation and settlement of a range of complex / high value property, motor and liability claims through field based fact finding and negotiation with end customers, businesses, financial intermediaries, and legal representatives
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Claims Team ManagerCommercial Union Apr 1991 - Feb 1992Management of a team of 12 claims handlersEnsuring delivery of front line claims service to a mix of direct and intermediated customers alongside maintenance of sound claims technical decision making
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Graduate TraineeCommercial Union Sep 1989 - Apr 1991Graduate intake programme with exposure all sales, service and claims activities managed in a branch
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Territorial Army OfficerBritish Army Jan 1985 - Jan 1991Front line leadership of an infantry platoon of 30 men Second in command of an Infantry company of 160 men
Sean Mckay Skills
Sean Mckay Education Details
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The Open University - MbaBusiness -
Chartered Insurance Institute - AciiInsurance
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University Of Glamorgan - Ba(Hons)History
Frequently Asked Questions about Sean Mckay
What company does Sean Mckay work for?
Sean Mckay works for Landscape Partners
What is Sean Mckay's role at the current company?
Sean Mckay's current role is Head of Customer Operations at Landscape Partners.
What is Sean Mckay's email address?
Sean Mckay's email address is se****@****wer.com
What is Sean Mckay's direct phone number?
Sean Mckay's direct phone number is 01793 87*****
What schools did Sean Mckay attend?
Sean Mckay attended The Open University - Mba, Chartered Insurance Institute - Acii, University Of Glamorgan - Ba(Hons).
What skills is Sean Mckay known for?
Sean Mckay has skills like Customer Experience, Change Management, Culture Change, Organizational Change, Organizational Development, Customer Insight, Change Leadership, Strategy, Stakeholder Management, Customer Retention, Marketing, Customer Satisfaction.
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Sean McKay
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