Customer Experience Management
I have 18 years experience in customer experience : 5 years as a customer experience manager (CXM) and 13 years in consultancy. As a CXM, my focus is on project management. Working agency and clientside. I have covered: strategy; journey mapping, employee training; insights and research; UX research and writing; analyst writing and speaking. The projects I have engaged with have been cross-industry and interfaced with Directors of Marketing, CX, Insights, research, and operations. Client-side brands I have worked for include Entain (Ladbrokes, Coral), Ericsson, and Motor Insurers Bureau (insurance industry-wide); agency side I held senior roles in several CX boutiques.
Client-side CX Manager successes include:
working with the Global Head of Journey and Insights at Entain as a CX Manager on their Medallia platform implementation; text tree construction and roll-out; emotion topic tree building and regression modeling. This involved collaborating with customer services in inner loop developments and multiple global stakeholders in a large matrix organisation.
working at Motor Insurers’ Bureau as a CX manager in a UX high-profile £15 million online portal build for the legal industry – Official Injury Claim. This involved collaborating with multiple teams, project managing customer research, UX writing, and – with the UX/UI/ Dev Ops team - integrating a customer focus into the Agile build.
working within Ericsson CX Centre of Excellence, project managing better measures of customer experience for field engineering e.g., through text analytics of wrap notes (IBM Presidion); associating MS mobile data platform improvements to changes to NPS; integration of social media with field MS platforms to improve customer centricity. In addition, I trained engineers and global sales teams in NPS and CX as well as provided supporting collateral for them i.e., white papers and consultative sales approaches.
Agency-side CX Senior Consultant successes include:
helping Avios win the UK CX Awards for insights and cultural engagement using an insights-led approach to touchpoint metrics, charter, journey management and CX design. This led to a 30% uplift in campaign metrics.
being cited by Forrester for my advisory work with Maersk (charter design and roll-out with champions) and my design of the quali-quant emotion metric, Emotional Signature© which empirically delivered touchpoint management scorecards and associated workstreams; used by Baloise Insurance.
project manager for consulting and insights that delivered the CX Charter, Balanced Scorecard approach and CX design workstream identification for amongst others: Maersk, Zen Internet, Avios and Overbury
helping to design and deliver bespoke CX executive courses with Cranfield Business School.
Prior to CX I worked for 12 years in research, analyst, and consulting firms. In research I have qualitative and quantitative experience.