Profile

🌟 Senior Manager Customer Experience

 Experience advocate having spent the last two decades' in customer service, focussing on Operational Excellence and driving customer satisfaction and loyalty through innovative CX strategies.

I am passionate about putting customers at the heart of everything and as such I am dedicated to driving meaningful change through empathy, innovation, and continuous improvement.

With deep expertise Continuous Improvement, Quality Assurance, and Voice of the Customer, I continue to forge the ability to turn insights into impactful strategies that not only enhance customer journeys but also empower my teams to deliver exceptional results.

I’m proud to take ownership and champion all things customer related, across the business, building collaboration and alignment to create experiences that leave a lasting impression.

What motivates me most is the opportunity to make a real difference—to customers, teams, and the business as a whole.

Beyond the metrics and strategies, I’m someone who thrives on building connections, solving problems, and inspiring others to see the value of great customer experiences. Let’s build, evolve and continue to shape the future of CX together.

🔧 Key Skills:

• Relationship Management: Nurturing meaningful connections with clients and stakeholders.
• People Management: Leading and inspiring teams to achieve their best potential.
• Problem Solving: Thriving in dynamic environments with a knack for finding effective solutions.
• Technical and Analytical: Merging technical prowess with analytical insights for informed decision-making.
• Project Management: Orchestrating seamless project execution from conception to delivery.
• Operations Management: Ensuring operational efficiency and effectiveness.
• Change Management: Guiding teams through transformative processes.
• Process Optimization: Implementing Lean Six Sigma methodologies to streamline operations.
• Customer Service: Dedication to delivering exceptional customer experiences.
• Coaching and Account Management: Developing talent and maintaining strong client relationships.

🌐 Industry Expertise: With a rich background spanning telecoms, insurance, aviation, utilities, retail, and fintech, I bring a wealth of industry insights and adaptability.

🎓 Certifications: Proudly holding the title of Lean Six Sigma Master Black Belt, I bring a strategic approach to process improvement.

💡 Mission: To design, implement, and continuously improve customer-centric strategies that builds loyalty, trust, and meaningful connections. By leveraging actionable insights, collaborative leadership, and innovative solutions, I aim to create seamless, memorable experiences that drive customer satisfaction and long-term business success.

With a passion for cultivating a culture of excellence, I am committed to championing the voice of the customer and empowering teams to deliver on the promise of exceptional customer experiences every day.

Let's connect and explore how we can collaborate to elevate customer experiences and drive organizational excellence.