Vinay Parmar

Vinay Parmar Email and Phone Number

Keynote Speaker on Memory, Trust and Human Behaviour @ Vinay Parmar Keynote Speaker
Solihull, GB
Vinay Parmar's Location
Solihull, England, United Kingdom, United Kingdom
Vinay Parmar's Contact Details

Vinay Parmar personal email

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About Vinay Parmar

✨ Every Moment Matters – Are You Maximising Yours?Did you know that in 2022, customers left over 77 million reviews on Tripadvisor and TrustPilot? That’s 146 reviews every minute. One bad review can turn off 22% of potential customers. Three bad reviews? Over 50% will look elsewhere.And with 94% of customers saying a poor review has stopped them from doing business with a brand, do you know if your customer experience is driving business—or driving customers away?Hi, I’m Vinay. For over three decades, I’ve been helping businesses turn every customer interaction into unforgettable experiences that win hearts, loyalty, and advocacy. I’ve worked across sectors like Financial Services, Telecoms, Travel, Hospitality, Retail, and Utilities, creating customer-first strategies that deliver real results.Here’s how I’ve made a difference:📞 Customer Service & Contact Centre Ops✅ Fixed a broken loans department for a major UK bank, boosting productivity by 21% and conversions by 33%.✅ Turned a company’s dismal 2-star online reviews into a 4-star success story, driving conversions.✅ Improved self-service and policies, reducing contact volume by 20%.🚀 Company Culture & Leadership✅ Coached dysfunctional teams into high-performing CX champions.✅ Implemented customer-first strategies, resulting in record NPS scores of +40.✅ Transformed a distressed business, reducing costs by £1m, improving retention, and boosting service performance.💻 Digital Transformation✅ Led Salesforce Service & Marketing Cloud implementation.✅ Built an innovation hub, connecting start-ups with corporates for fresh ideas and growth.✅ Embedded agile methodologies for faster digital product development.Now, imagine your team delivering such remarkable experiences that your customers become your best marketers. Imagine customers sharing stories that make others think, “I need to try this!”—without needing discounts or losing margin. You become the instinctive choice.That’s the reality I help businesses create. It’s not about cookie-cutter frameworks—it’s about tactical, commercially realistic, and pragmatic solutions that drive CX excellence.If you’re ready to turn your customer experience into your competitive edge, let’s chat! 📩

Vinay Parmar's Current Company Details
Vinay Parmar Keynote Speaker

Vinay Parmar Keynote Speaker

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Keynote Speaker on Memory, Trust and Human Behaviour
Solihull, GB
Vinay Parmar Work Experience Details
  • Vinay Parmar Keynote Speaker
    Keynote Speaker On Memory, Trust And Human Behaviour
    Vinay Parmar Keynote Speaker
    Solihull, Gb
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  • Transport For Wales
    Non Executive Director
    Transport For Wales Sep 2024 - Present
    Pontypridd, Wales, Gb
    View
  • Dhruva Star
    Founder
    Dhruva Star Oct 2023 - Present
    Premium customer experience consultancy. We drive memorable customer experiences for travel, hospitality, retail and membership-based businesses.Give me your toughest CX challenge. I’ll help you create a clearer vision for success.Book your 1hr CX strategy call: https://bit.ly/VinayCall
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  • Curo
    Non Executive Board Director
    Curo Aug 2023 - Present
    Bath, Gb
    As a Board Member at Curo, I play a pivotal role in steering the organisation's governance and strategic trajectory. My focus is laser-sharp on aligning every move we make with our core vision and values. Alongside my fellow Board Directors, I'm committed to making a tangible impact on the communities we serve, lighting the path for individuals to thrive and succeed.
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  • National Express Ltd
    Chief Customer Experience Officer
    National Express Ltd Mar 2022 - Jul 2023
    Birmingham, Gb
    ➡️ Championed the customer across a commercial and operational environment.➡️ Guided company to become a leading shared mobility operator.➡️ Embedded voice of customer in all strategic decisions.➡️ Improved customer satisfaction with high-impact customer initiatives.➡️ Advocated for sustainable and eco-friendly public transport solutions - aligned with company's green vision.➡️ Provided thought leadership and strategic direction at executive level.
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  • National Express Ltd
    Managing Director
    National Express Ltd Oct 2019 - Mar 2022
    Birmingham, Gb
    ➡️ Capitalised on a £1bn market opportunity with a national growth strategy, by retaining key contracts and securing new ones.➡️ Expanded transportation services for mobility-impaired and marginalised communities. ➡️ SEN Transport, Demand Responsive Transport and more.➡️ Modernised digital technologies, improving overall operational efficiency and service delivery.
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  • National Express Ltd
    Uk Customer And Digital Experience Director
    National Express Ltd Mar 2018 - Oct 2019
    Birmingham, Gb
    ➡️ Established a centre of excellence for digital and customer transformation - leading several key projects to improve customer experience.➡️ Led Salesforce implementation for a unified customer view. ➡️ Spearheaded the ground-breaking innovation lab to develop MVPs and test new products.➡️ Drove cultural change to adopt digital tools such as AI, RPA and machine learning. Improving productivity and reducing costs.➡️ Defined and implemented a comprehensive customer experience strategy, improving customer advocacy and loyalty.➡️ Worked closely with Chief Digital Officer to develop and implement group-wide digital strategies, ensuring competitiveness in a digital landscape.
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  • National Express Ltd
    Customer And Digital Experience Director (Uk Coach)
    National Express Ltd Jan 2017 - Mar 2018
    Birmingham, Gb
    ➡️ Launched a native mobile app, improved the mobile website experience and introduced a new CMS platform to improve customer interaction.➡️ Defined and executed digital retail strategy - led to significant growth in digital channels through a comprehensive transformation roadmap.➡️ Implemented a new booking engine and conducted CRO testing to increase online conversions and revenue.➡️ Developed the award-winning onboard entertainment system and explored emerging technologies such as virtual assistant tools.➡️ Led CX teams to gather insights, define service improvement roadmaps and develop efficient customer-first processes.
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  • National Express Ltd
    Customer Experience Director (Uk Coach)
    National Express Ltd Nov 2015 - Jan 2017
    Birmingham, Gb
    ➡️ Defined and delivered a customer-centric strategy that improved CX across all touchpoints, for lifetime loyalty.➡️ Led CX teams to gather customer insights.➡️ Defined a roadmap for improved service.➡️ Developed customer-centric processes to increase efficiency and reduce costs whilst improving advocacy.➡️ Researched customer trends to inform journey design and foster employee engagement for creativity and innovation.➡️ Oversaw improvement of the award-winning multi-channel contact centre.
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  • National Express Ltd
    Interim Head Of Contact Centre
    National Express Ltd Jun 2015 - Nov 2015
    Birmingham, Gb
    ➡️ Led and managed performance improvements within the UK contact centre, driving change and establishing best practice ways of working.➡️ Fostered employee engagement to encourage creativity and innovation in customer service delivery.➡️ Oversaw the continuous enhancement of the award-winning multi-channel contact centre, ensuring high levels of customer satisfaction.
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  • Get Vinspired! - People Change And Performance Improvement Consultancy
    Managing Director
    Get Vinspired! - People Change And Performance Improvement Consultancy Nov 2010 - Nov 2015
    Providing change consultancy, executive coaching and workshop facilitation covering:►Customer Experience design and delivery►Leadership and Personal Impact►Career Development►Public Speaking and Presenting►Team work►Change Manangement►Project Delivery
  • Openblue
    Managing Director
    Openblue Mar 2007 - Nov 2010
    Freelance consultant helping organisations to improve performance through initiating, facilitating and implementing change. Clients include Audi, RBS, 02, and Zurich Life.Previous contract assignments include: ► Audited telephony sales process for a major high street bank to identify opportunities for sales growth, cost savings and efficiency wins. Formulated short-term tactical and longer-term strategic recommendations, which had the potential to add £4.8m per annum in revenue.► Project management for a leading mobile telecoms provider to implement a cutting edge call centre advisor development programme to be rolled out across 5 sites impacting over 600FTE. Overall accountability for managing milestone plans, mitigation of risks and issues and relationships with key stakeholders to gain 'buy in'. Led the development of internal communication strategy and provided support to department head through coaching and mentoring.► Work stream leader within Business Readiness Team as part of data migration project for a major utilities provider. Key responsibilities were to build relationships with stakeholders, gather business requirements, identify risks and issues (including any impacts on year end reporting), and the management of UAT and Business Acceptance Testing plans. ► Change Manager for a major life insurance provider as part of a project team to prepare the business for a section 166 inspection from the FSA in relation to data security. Key outcomes were to ensure that data security processes were imbedded into organisational culture, to implement an enhanced governance structure, to create and achieve buy in for an new Executive MI reporting pack, to mitigate key risks and issues and to provide support during the inspection process.
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  • Egg
    Head Of Change
    Egg Sep 2003 - Mar 2007
    Gb
    Responsible for the delivery of key tactical and strategic projects focused on improving customers experience, increasing sales revenue, call and cost reduction while driving shareholder value. Managed a team of change managers and business analysts to identify, scope, deliver and support change initiatives into the contact centre and back office operations comprising of over 650 FTE, handling over 6m calls and 1m e-mails per annum which generated a £95m revenue contribution to the P&L. Key projects include:► Implemented strategic outsourced telephony partnerships comprising of a fully virtualised 100 FTE contact centre providing the critical capability to handle 600k inbound calls per annum and a dedicated 80 FTE outbound sales channel which generated over £9m of additional revenue combined through cross sale and up-selling opportunities ► Delivery of initiatives to drive up First Contact Resolution up from 72% to over 80% and reduce call traffic. ► Improved performance of the collections outbound telephony function by implementing a series of tactical changes which increased contact rates by 300% and monthly recoveries from £400k to £2.2m.► Delivered of initiatives to drive up First Contact Resolution up from 72% to over 80%, significantly reducing customer complaints and increasing satisfaction levels► Transformed the telephone sales process for personal loans, which achieved additional £10.3m revenue.► Established 3rd party outsourcing relationships to provide the capability to execute welcome calls and upsell additional services to card customers. Managed the partner selection process, due diligence, and needs analysis along with achieving funding approval. Contributed to the formulation of SLAs and formal contracts, developed steering board reporting pack and provided onsite support to ensure cultural alignment and the delivery of Egg’s unique customer experience.
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  • Mmteleperformance (Formerly Teleperformance Uk)
    Contact Centre Manager
    Mmteleperformance (Formerly Teleperformance Uk) Jun 2002 - Sep 2003
    Paris, Île-De-France, Fr
    Managed 100 seat client dedicated blended contact centre to provided additional operational capability to handle inbound calls from affinity card partner, own credit card proposition, personals loan insurance up-sell, and outbound telesales capability.
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  • Advanced Alchemy
    Contact Centre Manager
    Advanced Alchemy 2001 - 2002
    Gb
    Managed multi-lingual outbound contact centre dedicated to carrying out research, developing customer profiles and generating sales leads for the technology sector across EMEA.
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  • Britannic Assurance
    Contact Centre Manager
    Britannic Assurance Dec 2000 - Jul 2001
    Operational responsibility for the development and performance of a Direct Sales Centre designed to offer full advice and recommendation of financial products as part strategic move away from supporting a face to face sales force.A change of strategy resulted in redundancy.
  • Egg
    Customer Services Manager
    Egg Aug 1996 - Dec 2000
    Gb
    Management of 110 seat dual brand contact centre responsible for the delivery of customer service for a mortgage customer base valued at over £1bn, disbursement and provisioning of treasury funds for the completion of mortgages, management of mortgage broker service and relationship management of 3rd party suppliers
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  • Hfc Bank
    Various
    Hfc Bank 1992 - 1996
    Gb
    Started as a call centre agent taking applications for finance and affinity Credit Cards such as GM Card, GoldFish and Marbles before being promoted to supervisors and then moved into underwriting, fraud detections and business development.
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Vinay Parmar Skills

Leadership Development Strategy Coaching Change Management Management Leadership Training Nlp Personal Development Executive Coaching Public Speaking Consulting Mentoring Emotional Intelligence Personal Coaching Project Management Stakeholder Management Presentation Coaching 360 Feedback Outsourcing Business Strategy Culture Change Networking Workshop Facilitation Customer Experience Sales Team Leadership Motivational Speaking Management Consulting Behavioural Change Personal Branding Leading Change Customer Service Management Performance Improvement Digital Transformation Digital Strategy E Commerce Operating Budgets Project Delivery Strategic Planning Business Transformation Team Management Digital Travel Technology Road Transport Board Of Directors Digital Innovation Transport Entrepreneurship Social Media Performance Management Social Media Marketing Crm Marketing

Vinay Parmar Education Details

  • Solihull College & University Centre
    Solihull College & University Centre
    Art And Design
  • Hall Green Secondary School
    Hall Green Secondary School

Frequently Asked Questions about Vinay Parmar

What company does Vinay Parmar work for?

Vinay Parmar works for Vinay Parmar Keynote Speaker

What is Vinay Parmar's role at the current company?

Vinay Parmar's current role is Keynote Speaker on Memory, Trust and Human Behaviour.

What is Vinay Parmar's email address?

Vinay Parmar's email address is vi****@****r.co.uk

What is Vinay Parmar's direct phone number?

Vinay Parmar's direct phone number is +4484350*****

What schools did Vinay Parmar attend?

Vinay Parmar attended Solihull College & University Centre, Hall Green Secondary School.

What are some of Vinay Parmar's interests?

Vinay Parmar has interest in Children, Economic Empowerment, Environment, Education, Poverty Alleviation, Human Rights, Health.

What skills is Vinay Parmar known for?

Vinay Parmar has skills like Leadership Development, Strategy, Coaching, Change Management, Management, Leadership, Training, Nlp, Personal Development, Executive Coaching, Public Speaking, Consulting.

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