Andrew Clayton

Role: Global Head of Customer Experience

Company: E.ON

Location: London, UK

Globally experienced transformation and customer experience executive leader

I believe that for an organisation to deliver sustainable organic growth everything an organisation does should start and end with customers’ best interests in mind. Embedding CX and UX is a journey that does not stop and requires organisations to build an effective system and set of capabilities to listen to feedback, learn and continuously act to deliver experience that matches an organisation’s brand promise.

I have worked in the financial services and healthcare sectors for over 25 years at Bupa, Allianz and GE Capital.  During this time, I’ve held senior positions at all organisational levels and driven CX transformational change globally across multiple functions including marketing, sales, operations and HR.

I am currently responsible globally for driving customer led growth by designing and delivering omni channel experience (digital, physical and human experiences) that improves customer loyalty in both the B2C and B2B customer solutions business as well as energy networks. Specific areas of focus include: journey design via design thinking, net promoter system, iNPS, loyalty economics. Leading a global team of Customer Experience experts with a global remit for Customer and NPS. Group responsibility for overall improvement of key customer & NPS metrics including reporting performance to the E.ON Group Board.

I regularly speak at CX and operations forums and conferences.

Contact Me

Key CX Achievements:

  1. Global pioneer in designing & implementing an effective NPS system in a complex multi-channel international financial services business.
  2. Bringing Brand and CX to life to support a leading global health and care business in becoming the most trusted, recommended and loved health and care brand.
  3. Building core global capabilities and tools to support and enable local business units to embed and sustain CX as part of day to day operations.

Andrew Clayton

Role:
Global Head of Customer Experience

Company:
E.ON

Location:
London, UK

Globally experienced transformation and customer experience executive leader

I believe that for an organisation to deliver sustainable organic growth everything an organisation does should start and end with customers’ best interests in mind. Embedding CX and UX is a journey that does not stop and requires organisations to build an effective system and set of capabilities to listen to feedback, learn and continuously act to deliver experience that matches an organisation’s brand promise.

I have worked in the financial services and healthcare sectors for over 25 years at Bupa, Allianz and GE Capital.  During this time, I’ve held senior positions at all organisational levels and driven CX transformational change globally across multiple functions including marketing, sales, operations and HR.

I am currently responsible globally for driving customer led growth by designing and delivering omni channel experience (digital, physical and human experiences) that improves customer loyalty in both the B2C and B2B customer solutions business as well as energy networks. Specific areas of focus include: journey design via design thinking, net promoter system, iNPS, loyalty economics. Leading a global team of Customer Experience experts with a global remit for Customer and NPS. Group responsibility for overall improvement of key customer & NPS metrics including reporting performance to the E.ON Group Board.

I regularly speak at CX and operations forums and conferences.

Key CX Achievements:

  1. Global pioneer in designing & implementing an effective NPS system in a complex multi-channel international financial services business.
  2. Bringing Brand and CX to life to support a leading global health and care business in becoming the most trusted, recommended and loved health and care brand.
  3. Building core global capabilities and tools to support and enable local business units to embed and sustain CX as part of day to day operations.

What is your CX quality score? Takes minutes; fast results

Find out now