Julia Bailey

Experience

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  Co-operative Healthcare

  Feb 2005 - Jun 2014

  Registered Pharmacy Technician | Regulatory Compliance | Customer Experience | Risk Management | B2C
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  Well Pharmacy

  Jun 2014 - Jul 2015

  Managed Care Operations Lead | Service Delivery | Business Development & Retention | SOP & SLA
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  Positive Solutions

  Jul 2015 - Oct 2023

  Responsibilities and achievements included: • Strategy and design of end to end Customer Experience function• Building and developing motivated teams, inspired to deliver service excellence• Leading cross-functional operational teams across locations• Data analysis and insights to inform KPIs, NPS, CSAT, monitor SLAs, support continuous service improvements and drive efficiency and productivity• Introducing automation and digital options, including implementation of CRM and customer portal• Customer segmentation and journey mapping• Providing the Voice of Customer to create a customer centric culture across the organisation• Standardisation for quality and consistency• Influencing product improvements and roadmaps to align with organisational goals, , industry and customer requirements, regulatory compliance• Collaboration with sales, products, finance and other internal and external stakeholders• Relationship development with customers, industry stakeholders, global partners• Strategies drive retention and growth• Customer onboarding• Operational readiness for new products and releases Show less Responsibilities and achievements included: • Strategy and design of Customer Service function • Leadership of customer service and training teams, including recruitment, training and development• Developing proactive strategies to increase satisfaction, engagement and product utilisation• Defining and implementing processes and policies to deliver service excellence and the tools and technologies to support them• Providing a personalised service for key customers to meet diverse operational and strategic needs• Developing relationships with customers and stakeholders Show less

  • Head of Customer Experience | Cx Design | Transformation | CRM | Data Driven | SaaS | Strategy | VoC

    Apr 2020 - Oct 2023

  • Customer Service Manager | Process Improvement | Collaboration | NPS & CSAT | Value & Efficiency

    Nov 2019 - Apr 2020

  • Business Relationship Team Manager & Clinical Safety Officer | People Management | Technology | B2B

    Apr 2018 - Apr 2020

  • Business Relationship Manager and Clinical Safety Officer | Stakeholder Relationship Management

    Jul 2015 - Apr 2020
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  Village Hall Commitee (Voluntary)

  Jan 2024 - now

  Chairperson