Ashley Taylor

Experience

• 

  Legal & General

  Apr 2006 - Jun 2021

  Responsible business transformation initiatives, optimising customer journeys, automating processes, and embedding a culture of continuous improvement to drive efficiency. Developed governance frameworks, enhanced management reporting, and improved operational oversight to ensure compliance, efficiency, and strategic decision-making. Led large-scale customer operations, managing key client relationships, optimizing processes, and implementing service improvements to enhance customer satisfaction.

  • Business Transformation Consultant

    Nov 2018 - Jun 2021

  • Governance & Client Reporting Manager

    Oct 2016 - Jun 2021

  • Customer & Client Services Manager

    Apr 2010 - Oct 2016

  • Investment Team Manager

    Feb 2009 - Apr 2010

  • Pension Transfers Team Manager

    Apr 2006 - Feb 2009
• 

  Forrester

  Jul 2021 - Mar 2024

  Head of Course & Customer Experience

  Managing a global team dedicated to delivering tailored Course and Customer Experience (CX) solutions through bespoke training programs. Empowering global leaders and businesses in CX, EX, Marketing, and Technology to excel in their fields.Driving skill development, implementing proven frameworks, and fostering a customer-centric culture by instilling principles of customer obsession.

• 

  Lloyds Banking Group

  Apr 2024 - Oct 2024

  Senior Manager | Colleague Transformation

  Driving transformation within HR by designing innovative operating models, leveraging AI-driven tools, and enhancing colleague experiences to improve engagement and efficiency.

• 

  National Energy System Operator

  Feb 2025 - now

  Head of Customer Oversight & Experience