Ownership of the Customer Experience program across Life, Pension, Home Finance and Wealth productsImplemented a customer feedback program across the whole product suite, allowing measurement of performance at key customer journey moments with closed loop feedback processes - achieving TNPS scores of +70Led a Vulnerable Customer project across the business, enhancing the business capabilities and support provided to customers with additional needsOwnership of Consumer Duty program within Customer Services, deploying enhancements to ensure consumers receive good outcomes and regulatory requirements are met for the Financial Conduct AuthorityCreation of a Customer Champion network across the business to raise and resolve improvement activities from the ground upOwnership of monthly Customer Experience boards at senior management / exec levelLaunch of a program of cultural activity across the business to put the focus on the customer experience, including allowing colleagues from across the business to experience a day in the life of a customer across products

Management and development of the businesses travel insurance comparison productLeadership of the customer support & operations functions and strategyCreated a deep understanding of the customer to shape the product proposition throughdetailed customer journey mapping, segmentation, personas, digital MI and VOC insightsResponsible for driving user engagement, website optimisation and end to end customerexperience strategyOversight of product quality with third party partners to ensure customers have access tothe right products for their needsCreation of customer product & experience performance MI dashboards, feeding insightinto proposition developmentUser experience research conducted to ensure product features were meeting targetmarket needsLaunched over 200 product enhancements with key customer outcomes success; quotefunnel performance by 19%, conversion by 4% YOY and moved Trust Pilot customer scorefrom 4.6/5 to 4.8/5Built an omni channel 24/7 customer support model using both Live Chat and Chat Bot technologies, providing customers with real time support and query resolutionOwnership of customer support processes, complaint management, demand planning andcompliance adherenceCustomer satisfaction scores at +98% for agents and +80% for Chat Bot with a queryrecognition rate of +95%. Conversion rate for those who interacted with an agent at +8%against site averageLaunched customer research program, results regularly picked up across many nationaloutlets with coverage across TV, radio and printSilver winner of Travel Insurance Provider of the Year 2019 and 2020 at the British TravelAwards, voted for by consumersFinalist for Digital Insurance Award 2020 at the National Insurance Awards

Delivery of NPS and holistic customer performance tracking programmeDelivered qualitative and quantitative research & insight programs to shape new valuepropositionsFocus on operational improvement activities and FCA TCF outcomes embeddingLeadership of customer centric culture activities across all levels of the business, fromexecutive SLT to frontline agentsCreation of a customer champion network, to gain insight from and empower operationalteams

Owner of NPS program, achieving an all time high of score of +50Led Voice of the Customer Working group to drive customer improvements and created a new monthly exec customer experience boardEnhanced mystery shop program to focus on key customer outcomes and store engagement

Responsible for amplifying the voice of the customer, empowering and provoking thebusiness to make customer focused change across motor and household claimsCreated and led customer experience boards, influencing and managing seniorstakeholdersImprovements delivered within No Claims Discount, Payment, Renewals and Cancellationprocesses

Delivery and enhancement of voice of the customer capabilities including NPS and complaintsRoll out of operational changes following FSA complaint handling rule changes including scope, engagement, training and implementationCreation of working groups to address customer issues that fall across multiple business functionsDelivery of comprehensive actionable customer insight and analysis reportsRoot cause analysis and TCF subject matter expert

Owner of relationship development with operational complaint handling areasImplementation of closed loop complaint feedback processMentored and referral point for customer relations managersDealt with high profile, complex and business critical complaints

Dealt with complaints within the Chief Executive’s Office across a wide spectrum of insurance products including Home, Travel and PPIPrepared files and robust defences for the Financial Ombudsman Service