Stuart Russell Email & Phone Number

Dublin, IE

My current role is part of the Strategy, PMO & Transformation Department’s Leadership Team at Three. I am accountable for continuous improvement across the organisation as well as Business impact analysis, change management and operational readiness for strategic & cross functional programmes.

County Dublin, Ireland

• Lead the procurement, implementation & day to day management of permanent tsb’s voice of the customer programme, creation of the key metrics that will adequately quantify performance of the organisation & the programme
• Set up of permanent tsb’s first in house customer experience team supporting to achieve their personal and organisational goals and objectives within the customer experience team
• Development of a deep understanding customer strategy & supporting management information reporting to identify key opportunities/leverage points for improving the customer experience, building customer loyalty.
• Serve as a customer experience advocate & facilitator within permanent tsb, supporting all areas and departments internally & externally represent permanent tsb at various CX focused events
• Develop a customer focused improvement strategy by mapping key customer journeys to define key points of critical customer interaction processes and moments of truth and successfully manage the execution of this plan
• Ensure recommendations are actionable, align with strategy & permanent tsb’s customer value equation

County Dublin, Ireland

• The job in a nutshell: Reporting to the Head of Transformation, the purpose of the role is two-fold, working to align a Company-wide Focus on best customer experience with a focus on continuous improvement to deliver.
• Overall responsibility for developing and implementation Three Ireland's company-wide Focus on the Customer Strategy
• Overall responsibility for developing and implementation of the CRM Departments Continuous Improvement strategy to deliver the agreed Operating budget savings

County Dublin, Ireland

• The job in a nutshell: Reporting to the Head of Transformation, the purpose of the role is to drive continuous improvement to deliver improved operational efficiency and effectiveness, enhanced Customer experience &.
• Overall responsibility for developing and implementation of CRMs Continuous Improvement strategy
• Achievement of key cost targets across CRM directorate (>€1m pa)
• Drive Continuous Improvement across the customer base to attain key performance, cost and quality targets as agreed in the CRM strategy & forecasts
• Manage a portfolio of “continuous improvement” projects via lean Six Sigma methodology
• Identify, define & implement process improvements across the CRM Operation

Dublin

• Management of a cross functional Team situated in multiple sites
• Key Business contact for all incidents that impact Customer Experience
• Ownership of all processes used by the Businesses Contact Center
• Drive continuous improvement across all Contact Centers by updating people, processes, policies and IT systems
• Manager for all changes that impact all Customer Contact sites
• Owner of Business readiness for CRM supporting other departments with all projects, products & services

Dublin

• Manage the delivery of change initiatives into the Contact Center operational environments.
• Identify and implement change opportunities in the wider business in line with overall customer services and company strategy.
• Manage CRM work-stream for new products and devices inline to overall Business requirements
• Map and approve process changes to improve efficiency and overall Customer experience

Dublin

• Key duty to organise Customer visits for instillation of equipment.
• Management of 3 third party vendors.
• Deal with any Customer queries/complaints received.
• Systems Administrator for visit scheduling tracker.
• Relationship contact with procurement function.
• Low level Project Management & Delivery.

East Of England

• Originally employed as a site yardman of a readymix concrete plant.
• Responsible for the everyday running of a concrete depot, managing drivers, dealing with all deliveries, Customers & orders.
• Promoted to a special products role in February 2005.
• Joined the Technical department to learn all aspects of readymix concrete inc testing, mix designs & construction methods.
• Trainee role responsible for Project Management on a large civil site.
• Appointed in final role as a Mobile Site Manager in 2006.

Professional Diploma, Customer Experience, Distinction

Professional Certificate, Customer Experience, Distinction

Education record

Education record

Education record

Education record