T J. Email & Phone Number

United Kingdom

• Accountable for key customer journeys that are designed and delivered in a way that aligns with CX strategy and meets customers' expectations.• Accountable for managing journey reporting, setting journey performance targets and influencing key stakeholders to support the delivery of these.• Proactively use actionable insights to conduct and enlist analytical support to identify areas of opportunity to improve the experience over and above the removal of dissatisfaction.• Accountable for the performance of our journey digitisation programme and the achievement of self-serve performance leading to reduction in calls and paper across business.• To manage the day-to-day journey KPI frameworks so that performance can be measured, and the integrity of the end-to-end journey is maintained.• Leading cross functional teams in the mapping of 'as is' and 'to be' journeys. Getting agreement on a tactical and strategic initiatives underpinned by insight and data lead business cases, to ensure improvement priorities deliver the desired outcomes. Work with the improvement team to ensure a pragmatic delivery of initiatives.• Developing the customer journey management methodology; Ability to define and clearly articulate the vision for journeys including the to-be states, so the business has a clear view of the desired customer experience.• To quantify costs and benefits of business cases for specific Customer Journey initiatives and facilitate the approval and sign-off of investment via Senior Management/governance structure.

• Designed and delivered a portfolio of customer improvement and process optimisation initiatives, embedding change effectively.• Successfully led a cross-functional team, ensuring seamless collaboration among departments, resulting in the successful implementation of over 20 tactical and strategic transformation and customer improvement projects with a 90% on-time delivery rate.• Created and quantified business cases, tracking progress and benefits realisation for initiatives.• Successfully managed the Retail & Savings overall Improvement Programme Portfolio, delivering multiple complex projects concurrently.• Led the Heritage Customer Journey Simplification Programme, delivering 23 prioritised improvements and significant cost savings.• Orchestrated a complex 360 analysis project, identifying and prioritising 51 issues and recommending impactful solutions.• Led initiatives to enhance contact centre efficiency, resulting in a 25% reduction in average call handling time and a 30% decrease in call abandonment rate.• Implemented self-service channels, leading to a significant increase in customer adoption and a reduction in call centre volume.• Spearheaded back-office initiatives, streamlining processes, and reducing lead times by 15%, optimised end-to-end journey times, achieving a 20% reduction in processing times and a 30% increase in on-time delivery.