First and foremost, I love to solve problems. I guess that’s when I’m at my best and if done via elegant yet simple solutions, then all the better and thanks to an almost obsessive attention to detail the simpler the solution the better it is. With over 15 years’ experience working across digital CX and delivery, I’ve failed fast and learned even quicker how to build great, multi award winning digital products & customer experiences. As TalkTalk’s Senior Digital Experience Manager. I define and shape our digital CX contact & agent education strategy. Leading circa 50 FTE across four teams in the UK and offshore. To deliver first contact resolution via digital channels and the delivery of both an employee and customer facing website to provide a seamless experience getting help, serving content to both inform and deflect customers from contacting the business. Recent Achievements:• Delivered a complete re-design of B2C Support site , TalkTalk 2021 • Outstanding Award, £1.2m contact deflection for mail migration, TalkTalk 2020 • B2C Community Innovator Award Winner, Lithium 2018 • Social Media Team of The Year Award Winner, UKCCF 2018 • Best Self-Serve Initiative - Silver Award Winner, ECCCS 2017 • Best Use of Technology in Customer Service, Engage 2017 • Digital Design Excellence Award Winner, Lithium 2017 • Khoros Superuser 2014 – 2020 & Khoros Core Member 2021 When I’m not working, you’ll likely find me at the airport. As someone who’s constantly looking to challenge themselves and develop, I spent my covid downtime training to be a pilot and qualified last year. Currently training as Emergency Ambulance Crew with St John Ambulance.