Andrew Norman

Experience

• 

  AXA

  Jun 2001 - Aug 2008

  Accountable for service issue resolution across customer services for the following Regional Sales Teams (Birmingham, Reading, Northampton, Watford, Chelmsford, and Nottingham).Proactive engagement with Areas Sales and Account Managers and key IFA accounts.Responsible for conducting trend analysis for service based issues and escalating accordingly.Using voice of customer, actively drive consistent process improvements and promote best practice within the Sales teams and customer service functions. Show less

  • Service Improvement Co-ordinator

    Jan 2004 - Aug 2008

  • Regional Service Co-ordinator

    Jun 2001 - Jan 2004
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  Friends Life Group

  Aug 2008 - Jul 2012

  Customer Experience Manager

  Lead, develop and deliver service improvement activity through use of six sigma methodology, to drive resulting uplift in customer satisfaction and retention across customer services (UK and India).Develop understanding of the customer journey and experiences through establishing innovative methods for observing customer experience and interaction with FriendsLife and implementation of a customer experience measurement process.Inform direction of UK heritage customer experience measurement strategy through piloted solutions.Ensure customer experience informs business strategy, proposition development, tactical plans and culture. Show less

• 

  Aviva

  Jul 2012 - now

  Customer Experience Delivery Manager

  To act as custodian of the Customer Experience by ensuring that FriendsLife Customers receive the appropriate quality of service through identification of opportunities to improve and enhance the experience and resulting customer satisfaction, loyalty and advocacy.Drive focus on customer experience through management of a customer experience delivery function (FriendsLife and outsourced supplier)Key accountabilities include:• Lead and manage the customer experience delivery team and help drive a customer centric culture within FriendsLife and our outsourced suppliers.• Ensure customer experience informs key strategic customer service and transformation change projects and support delivery.• Act as the custodian of the service proposition by defining, developing and piloting customer driven improvement activity that will deliver an increase in customer satisfaction and retention• Using customer insights and analysis enhance the customer experience through measurable improvements and enable the delivery of consistently good customer service.• Develop customer service capabilities to drive improvement in service delivery (outsourced supplier)• Proactively engage with customers through targeted campaign and pilot activity• Deliver focused improvement activity to enhance the customer’s online experience• Manage Social Media queries and complaints on behalf of FriendsLife• Deliver projects to cost targets and plan and deliver resulting business benefit.• Manage BAU budget• Improve the control environment, monitor and report key risks / issues and deliver change in accordance with project plans and timescales. Show less