Experience

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  British gas

  Jul 2011 - Nov 2016

  - Translating large scale voice of the customer insight into tactical and strategic change initiatives- Ensuring positive return on investment across multi-channel process transformations- Implementing and maintaining risk and control frameworks using ARIS design methodologies- Design and implementation of new and technologically innovative 'Smart' journeys- LEAN waste reduction and process efficiency

  • Process Design Manager

    Jul 2016 - Nov 2016

  • Customer Experience Analyst

    Mar 2015 - Jul 2016

  • Customer Assurance Analyst

    Jan 2014 - Mar 2015

  • Learning And Development Specialist

    Apr 2012 - Jan 2014

  • Customer Service Advisor

    Jul 2011 - Apr 2012
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  Npower

  Nov 2016 - Mar 2019

  - End to end customer journey design, management delivery and ownership - supporting overall business strategy (specialising in Smart meter installation journeys)- Chair of customer governance forums ensuring the business works collaboratively towards shared objectives and customer outcomes- Input, review and sign off to new capabilities delivered under a £1.4b Smart metering programme- Representing npower at external conferences and networking events, capturing and sharing best practise in customer experience methodologies and improvements- Identification of pain points, drop out and failure demand using insight, feedback and root cause- Accountable for ensuring journeys drive KPI improvements across Customer Service- Business case design covering communications, agent conversations, operational workflow and target operating models- Leading cross company activity to ensure robust service improve plans are designed and delivered Show less

  • Commercial Development Manager

    May 2018 - Mar 2019

  • Customer Experience Manager - Strategy & Design

    Nov 2016 - May 2018
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  Newday

  Mar 2019 - Jan 2023

  • Head of Optimisation

    Mar 2021 - Jan 2023

  • Senior Manager, Operations Optimisation

    Mar 2019 - Mar 2021
• 

  Expedia group

  Jan 2023 - now

  Senior manager - global quality programs