Christopher Stubbs Email & Phone Number

London, England, Gb

Brand and Experience Design Consultant. I work alongside the C-suite and lead cross-functional teams to define and understand the brand they work for and how to use experience design strategy to look at consumers’ problems differently from their competitors. This approach uncovers how businesses can boldly stand out from the crowd and offer experiences that turn customers into loyal brand fans.

Plantation, Fl, Us

Appointed in 2017 to head up the Virgin Voyages Sailor (Customer) Experience Team accountable for leading the Sailor (Customer) Experience strategy design and execution across all business areas. Accountable for strategy design and implementation of the associated Crew (Employee) Experience that drove a thriving Virgin culture within the business, in addition to ensuring crew have the skills, tools and business insights, to excel and drive overall business success metrics.My role stretched across all touchpoints of the Virgin Voyages’ experience offer including digital, onboard revenue experiences (retail, spa, casino), entertainment, music, food and beverage, Sailor (customer) service, destination experiences and Crew (Employee) experience.Key achievements:Award winning experience: Cruise Critic's Best New Cruise Ship 2021. Cruise Critic 2022 Best Dining, Best Nightlife, Best for LGBTQ+ Travellers , 2023 Best Overall Dining, Best Service, Best Value for Money and has earned the most 5 star reviews on TripAdvisor.Mapping of the end-to-end master journey for Virgin Voyages and design of experience strategies across all touchpoints, to ensure all areas of the business were bought into and had clear experience specifications to lead development and build.Creation of the Virgin Voyages Sonic Identify Bible defining the sound and music programme for Virgin Voyages.Creation of the company’s Rockstar Service Philosophy and Service Principles, articulating how human service comes to life and the core toolkit service teams use to deliver exceptional service every day.Design of the Sailor Insights programme to create a powerful intelligence tool to enhance the company’s understanding of its customers.Development of VV’s Performance Enablement Experience - Leadership capability and behavioural framework, performance cycle design and associated reward and recognition programmes - to support Crew to be the best versions of themselves.

South Brisbane, Queensland, Au

Led the Innovation Change Programme to build a new innovation capability at Virgin Australia; created the case for change, recruited 47 Innovation Champions to be trained and embedded throughout the organisation and built a best practice innovation process into the airline’s project management processes.Led the Alliance Guest Experience strategy and joint proposition for Virgin Australia and its airline partners and International Lounge strategy.Led Virgin Australia's International Business Class 'The Business' and Premium Economy product transformation plan launched in 2016. 'The Business' experience won a Good Design Award and a Red Dot Award 2016, in addition to being awarded the coveted Airline Excellence Awards 'Best Business Class' 2017 and 2018.Developed the business case for Customer Enabled Check-in initiative and associated Ground Transformation program.Developed Virgin Australia’s “Brand Book” enabling internal and external stakeholders to see, hear and virtually smell and taste how the brand comes to life.Defined a new customer seating promise for the airline to give choice and control to guests whilst rewarding the airline’s most loyal guests.Led a “SWAT” team to identify $6 million of cost efficiencies using new innovation tools over a 4-week period.

London , Gb

Led the creation of the new Orange UK brand promise, driving brand understanding in shared services teams, supporting them to deliver differentiated customer experiences from those they develop for the T-Mobile UK and EE brands.Led the development of the Orange UK’s signature service experiences delivered in 2012 and EE's new Pay As You Go (PAYG) tariff structure and purchase experience.

Middlesex, Gb

Represented British Airways as Spokesperson and BA Ambassador in front of domestic and international press and media, driving product awareness and positive global media coverage.Served as internal Brand Champion within British Airways shaping brand and product communications and improving operational efficiency.Designed an innovative package of service delivery measures for the BA Service Transformation programme.Led the Club World London City brand and product development from concept to delivery in 2009, designing the end-to-end customer experience, including ground, in-flight service, aircraft cabin, catering and contact centre service.Designed, developed and gained Board approval for a £27.3 million Customer Cabin Refurbishment for the Boeing 767 long haul fleet.Delivered a £9 million Boeing 747 washroom refresh program that significantly improved customer satisfaction.Responsible for the program management and successful delivery of the new £100 million BA Club World cabin interior upgrade on Boeing 747 and Boeing 777 aircraft.Led the introduction of a new aircraft configuration, increasing business class capacity, driving new ground handling procedures, cabin crew service routines and a cabin interior refit, resulting in additional sales revenue of £14 million per annum.

Bachelor’S Degree, Bachelor Of Arts (Business Studies)

Nvq Level 4, Business Administration

Higher National Certificate, Business & Finance

Nvq Level 3, Customer Service

Education record