Arnold Lyons

Experience

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  Electronic Data Systems

  Feb 2000 - Nov 2002

  CRM Business Consultant

  Acted as the principal business consultant for contact centre, business process and service project delivery to clients.Led the business process analysis project at South African Airways across their apron, service counters and contact centre environments.Implemented the Private Banking offering into Standard Bank's outsourced contact centre structures.Re-engineered Standard Bank's outsourced lost cards and authorisations function.Responsible for client business project delivery in the CRM specialty space. Show less

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  Creative Customer Concepts

  Dec 2002 - Jan 2005

  Principal Consultant

  Working with numerous organisations to drive improvement in their customer-facing business architectures.Led engagements with Atio Corporation, Afrox, Nedcor Consumer Credit, SABC Audience Services, Arivia.kom, National Energy Regulator, Afrox and other organisations to develop and implement customer service blueprints for their front and middle-office environments.

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  Merchants

  Jul 2005 - Jan 2008

  General Manager of EMEA Consulting

  Delivery of consulting engagements for BPO and captive contact centre clients.BPO and consulting business development and bid management.Contributing author to the Dimension Data Global Call Centre Benchmark Report.Leading improvement teams in key client engagements for the optimisation of telesales and service functions at Standard Bank, FNB, MTN and other Tier 1 organisations.Overseeing the teams responsible for scoping and building out turnkey BPO installations for local and offshore clients including facility, recruiting, training, process, operating procedures and customer contact technologies implementation. Show less

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  Accenture in South Africa

  Jan 2008 - Apr 2009

  Service Transformation Specialty Lead

  Delivery of client projects in the service transformation and customer contact areas.Development of customer contact consulting skills and capabilities in the CRM workforce.Development of customer contact and BPO market propositions.Building and converting a CRM engagement pipeline.Managing the bid development processes.Re-architecture of the local order-to-cash BPO operation and commercial contract.

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  African Bank

  Apr 2009 - Jun 2015

  Head of Customer Communication Management

  Established and managed the customer communications structure to deliver personalised content and calls-to-action. Developed and managed the business' multi-channel customer communications and correspondence architecture for the SMTP, SMPP, USSD, Mobi and MMS media.Selected and implemented the marketing automation and document generation technologies required to enable communications processes across the customer-facing business applications.Designed, implemented and set up the statement extraction and delivery systems to deliver goal-orientated, personalised content via the statement delivery channels.Owned the performance results for the use of customer correspondence in driving customers to act on and fulfill account-specific goals.Conceptualised, implemented and owned the outcomes for the digital collections initiative. Conceptualised, implemented and owned the outcomes for the mobile loyalty and rewards initiative including integration of 3rd party redemption networks. Selected and installed the ETL technology used to identify event triggers as a means to promote customer engagement actions.Delivery of initiatives in the Special Projects structure. Including, the formulation of the collections target operating model between the bank and retail structures, co-managed collections treatments between the central (call centre) and distributed units (branches) and scaling implication scenarios for the contact centre channels.Programme managed the re-platforming of the business' origination and service applications including process design and customer interaction workflows. Show less

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  Payabill

  May 2015 - May 2018

  Cofounder

  Part of the team that conceptualised the business model to take a new finance offering to the South African SME market.Design and development of the technology systems to deliver the finance proposition through the customer onboarding, underwriting and credit decisioning and recoveries lifecycle.Identifying and shaping distribution channel partnerships.Taken the business from idea to post-revenue stage.

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  Absa

  Jun 2015 - Sept 2015

  Independant Consultant

  Assisting the business to gain traction and fetch growth in their automated, digital collections project.Leveraging prior experience in having created Africa's first digital (self-service) collections programme to drive uptake in the ABSA self-service offering.

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  African Bank

  Sept 2015 - Oct 2018

  Customer Experience Programme Lead

  Ground up design, build and operational installation of the business' customer experience initiative. Design of the technical specifications and infrastructure requirements to harness customer interaction events from the core business applications and transform them into triggers for survey publishing.Development of the research framework and experiential metrics.Selection of partner analytic technologies & management of the vendor relationship.Shaping the governance & operating model blueprint for the installation of CX capabilities through the divisional workforces.Executive reporting & development of analytical insights. Journey mapping and analyses across the origination, service and collections core experiences. Show less

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  Genii Ai & Analytics

  Mar 2019 - May 2024

  Executive Head of Value Creation