Member Since: 14th Jun 2018
I am a multi-award-winning and Certified Customer Experience Professional (CCXP) qualified senior leader in Customer Experience and Strategy, with a strong track record in transforming CX and embedding customer-centricity in the DNA of the large Retail and Financial Services organisations I have worked for in the UK and across Europe (Direct Line Group, Barclays, RBS, Kingfisher).
Passionate, results-oriented and engaging at all levels, I generated higher customer loyalty and business value by creating new CX capabilities and influencing Boards and senior stakeholders towards a customer-centric culture. The initiatives I led achieved higher NPS, CES and brand preference, while increasing revenue and lowering operating costs and customer complaints. I'm proud to have consistently achieved high sustainable impact and left a legacy of delivered strategic, tactical and cultural changes, as well as new capabilities and operating models. These business results were also recognised through the 17 prestigious awards I have won (including 2015 CX Professional of the Year).
Now working under my own brand, CXellence Consulting, I focus on helping other companies and CX leaders achieve success through customer experience excellence. Having walked in their shoes, I understand the challenges and issues they face and the ups and downs of the journey, as well as the value opportunities and success factors. Leveraging this hands-on business-side experience and know-how, as well as tested CX frameworks and solutions, I offer a broad range of CX services specifically tailored to the needs and priorities of my clients.
Founder & Managing Director CXellence Consulting