Tory Flash Email & Phone Number

Leeds, GB

Leeds, England, United Kingdom

York, United Kingdom

Leeds, United Kingdom

Birmingham, United Kingdom

Warwick

Nottingham, United Kingdom

Part of a small Global NPS Centre of Competance team, with a mandate to facilitate customer centric change across the EON group. Creating engagement and action at the senior executive level, through a variety of channels using a hands on approach and practical support.Advising and supporting regional units to develop and implement their customer experience.

York, United Kingdom

• Programme Manager for the Group Transformation Programme.MSP Practitioner
• Programme Manager for the Group Transformation Programme. The programme has the requirement to deliver a fit for purpose business with sustainable growth. Delivered through several core workstreams across people and.
• Responsible for the design, governance and management of the programme to ensure it delivers… Show more Programme Manager for the Group Transformation Programme.MSP Practitioner
• Responsible for the design, governance and management of the programme to ensure it delivers the required change on time with the expected benefits.
• Planning the Steering Group Meetings to ensure the programme stays on track and decisions are escalated when needed to prioritise projects and manage risks.
• Liaising with the Workstream Sponsors (executive board members) and project managers to deliver a vision lead change programme across all territories and entities. Show less

• Working primarily with the Call Centre, Product Marketing and Compliance Directorates to improve customer experience and customer focused culture of the business.
• Designed and implemented a customer experience strategy to drive a customer centric culture, raise the voice of the customer and improve the customer experience across multiple touch points in voice and non voice.
• Gained senior level buy-in to implement several initiatives including a real time voice of the customer… Show more Working primarily with the Call Centre, Product Marketing and Compliance Directorates to improve.
• Gained senior level buy-in to implement several initiatives including a real time voice of the customer programme, the Customer Promise, the Back to the Floor programme, Customer Champions and several changes to.
• Designed a governance framework for the review and escalation of complaint themes, FOS refferals and VOC data to the boards. Designed and managed the root cause analysis programme and implemented recommended changes.
• Utilised all customer research and improved the research programmes to give meaningful customer insights with measurable data including first contact resolution, NPS and customer effort score. Implemented empathy.

Managed a team of trainers responsible for business partner product training.Implemented several campaigns and managed projects across the sales and service contact centres.

Interim Head of Site responsible for improving all KPIs, third line management experience.Managed inbound and outbound campaigns, contact for Business Partners, Implemented new technology, managed against all compliance and regulatory guidance, proven track record of achieving all targets and driving a motivated workforce to success.