Kyra Cahill

Experience

• 

  MPB

  Oct 2013 - now

  • Working closely with our Global Head of Customer Experience, Customer Experience managers and Training Specialists• Creating, managing and owning Self-serve content for all markets and managing translation resources• Updating and producing engaging Self-serve content* Producting internal communication resources and proactive content * Use VOC data and conversation insights to prioritise new Self-serve content• Owning Self-Serve KPI's and global reporting* Working across global markets across 5 different platforms (UK, US, EU, DE, FR) • Optimisation of Self-Serve in our CRM platform* Working across the business to identify new internal/external customer education opportunities Show less * Managing CE communication projects* Liaising with our operational teams and managers * Setting up our CRM Platforms for all points of customer contact * Setting up new Intercom/Aircall platforms as we continued to add more markets* Creating internal templates for the CE team and transactional customer comms* Creating and maintaining our Help Centre based on customer feedback and CSAT data* Owning our review site (Trustpilot) including complaint management and reviewing all feedback to make appropriate improvements* Interviewing, new hire onboarding and training resources * Appraisals and skills development of team members Show less

  • Knowledge Manager

    Jul 2021 - now

  • Head Of Communications

    Jun 2017 - Jul 2021

  • Customer Experience Team Leader

    Feb 2014 - Jun 2017

  • Customer Experience Advisor

    Oct 2013 - Feb 2014