Head of Customer Experience
2018 – 2021 Bristol, UK
I personally developed and deployed a customer experience evaluation programme from scratch, measuring and evaluating all aspects of online and offline experience as well as organisational capability to deliver. The evaluation contained over 100 individual CX metrics and the programme recommended and supported the implementation of improvements or customers.
In addition, I owned the design and and oversaw the development of two digital products – a revenue-generating contact centre observation tool and a prototype Operating Model planner.
I led CX and UX consultancy for all Platform Action’s clients, solving complex user problems with simplified journeys in the Wealth Management space.
While working for Platform Action I have also been acting as CTO for a start-up in the general insurance space, Bid4MyRenewal.
Platform Action was acquired by Dunstan Thomas Group in April 2020, and DTG was subsequently acquired by Curtis Banks just few months later. The business has changed dramatically and my role is no longer required. I left by mutual consent.