Lead a cross-functional team of 60 professionals encompassing customer experience specialists, customer insights analysts, customer contact centre operations, customer success and UK government relationship managers.Developed and implemented a data-driven customer experience strategy to increase customer satisfaction, retention, acquisition and loyalty.Led a multi-channel transformation programme to evolve the OS customer experience which included the customer contact centre, corporate website and customer insight programme.Leveraging AI opportunities to drive business efficiencies, particularly within Customer Services.Set the strategic direction and have responsibility for the customer contact centre, ensuring efficient and high-quality customer service delivery.Champion a customer-centric culture, driving initiatives to improve customer satisfaction with a focus on understanding customer sentiment through measures such as Net Promoter Score (NPS).Spearhead customer journey mapping and experience optimisation efforts, leveraging customer insights to inform UX design enhancements for products and services across the entire customer lifecycle.Collaborate cross-functionally with sales, marketing, and product teams. Oversee the analysis of customer feedback data to identify trends and pain points, translating them into actionable insights for product development, service improvement and marketing opportunities.

Responsible for the UK Digital Vision and CX Strategy and overall online customer experience, with a team of c.40 focussed on e-commerce, digital products, online content, analytics and multiple digital capabilities ranging from apps to customer self-service via an online customer accountAccountable for financial targets such as quote volumes, sales, revenue, retention, site usage, self-serve as well as search engine rankingManaged Digital agency relationships including budget and performance management for BAU and global website redesigns and concept and design work for new propositionsGlobal business owner for the customer self-serve system 'MyAviva', which required international travel and stakeholder management, with the overarching objective to increase digital adoption and customer self-serviceCreated a brand new team which through journey mapping and customer listening, reviewed, assessed, redesigned and improved the customer experience across all channels from telephone to paper to Digital. This insight helped inform backlogs and roadmapsDelivered a Voice of Customer programme which led to a step change in customer centricity with CSAT and NPS being added to Board level scorecards, and proposition and CX improvements being driven by the customer feedback received and analysed through this programmeIndustry leading text and speech analytics tools such as Clarabridge, Verint and Qualtrics, alongside journey mapping, were brought in to provide a real-time analytical capability to drive continual and always-on customer experience improvementsAll Digital change underwent rigorous user and multi-variant testing to ensure ongoing development was delivered on the basis of data and insightDelivered the first independent Customer Ratings & Reviews offering within the UK Insurance industry, demonstrating transparency and empowering customersResponsible for customer experience and proposition governance and conduct including board level reporting

Responsible for developing and implementing digital strategies, web metrics, digital marketing innovations and managing the online customer experience for Royal Mail.

Responsible for managing a network of international websites and a web team, generating and maintaining relationships with external service suppliers, and developing sites to appeal to a broad and varied audience of over 120,000 members, the general public, media and government (www.rics.org).• Management and budgetary control of projects such as re-launch of rics.org and ricsfirms.com. • Developed and managed online marketing strategies.• Managed relationships with external web design, development and analytics agencies.• Introduced web analytics, Management Information and ABCe auditing to RICS.

Responsible for the development and implementation of Internet and Intranet strategy at both UK and worldwide level for a multi-national insurance company.

Responsible for development and maintenance of a number of media web sites including a website for health professionals (www.epulse.co.uk) and the EDTN Europe network.

Responsible for research, planning, design and maintenance of all Internet technologies, including developing the company website, Intranet, Internet Kiosks, Digital TV, Internet Banking and WAP development.