David Lloyd

Role: TribeCX Advisor

Location: UK

David Lloyd is a seasoned Customer Experience Leader, renowned for his adeptness in driving substantial improvements in key business KPIs and customer metrics within challenging and highly regulated environments, particularly in the Energy and Financial Services sectors. With over a decade of experience, David specialises in designing, implementing, and evaluating end-to-end customer journeys across various customer contact channels, aimed at spearheading branded customer experience transformations.

Throughout his career, David has consistently demonstrated his ability to deliver tangible results and enact cultural change within complex, international customer-facing businesses. His expertise spans CX strategy, service design, journey mapping, CX metrics, data analysis, and leadership, among other key skills.

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Key CX Achievements:

  1. Voice of the Customer System Rollout: David spearheaded the implementation of a comprehensive voice of the customer system across multiple businesses within the Close Brothers group. This initiative not only ensured consistency in measurement but also facilitated actionable insights to enhance performance, driving significant improvements across the board.
  2. Customer Transformation at E.ON: David played a pivotal role in supporting E.ON’s customer-centric transformation efforts, both in the UK and internationally. His contributions led to a remarkable 37-point improvement in Net Promoter Score (NPS) since 2012, showcasing his proficiency in driving sustainable improvements in customer satisfaction and loyalty.
  3. Design Thinking Integration: David introduced and embedded design thinking as a core methodology across 13 countries, fostering a culture of innovation and customer-centricity. By harmonizing the business behind common customer KPIs and reducing organizational complexity, he facilitated collaborative efforts focused on continuous customer improvement.

David Lloyd

Role:
TribeCX Advisor

Location:
UK

David Lloyd is a seasoned Customer Experience Leader, renowned for his adeptness in driving substantial improvements in key business KPIs and customer metrics within challenging and highly regulated environments, particularly in the Energy and Financial Services sectors. With over a decade of experience, David specialises in designing, implementing, and evaluating end-to-end customer journeys across various customer contact channels, aimed at spearheading branded customer experience transformations.

Throughout his career, David has consistently demonstrated his ability to deliver tangible results and enact cultural change within complex, international customer-facing businesses. His expertise spans CX strategy, service design, journey mapping, CX metrics, data analysis, and leadership, among other key skills.

Key CX Achievements:

  1. Voice of the Customer System Rollout: David spearheaded the implementation of a comprehensive voice of the customer system across multiple businesses within the Close Brothers group. This initiative not only ensured consistency in measurement but also facilitated actionable insights to enhance performance, driving significant improvements across the board.
  2. Customer Transformation at E.ON: David played a pivotal role in supporting E.ON’s customer-centric transformation efforts, both in the UK and internationally. His contributions led to a remarkable 37-point improvement in Net Promoter Score (NPS) since 2012, showcasing his proficiency in driving sustainable improvements in customer satisfaction and loyalty.
  3. Design Thinking Integration: David introduced and embedded design thinking as a core methodology across 13 countries, fostering a culture of innovation and customer-centricity. By harmonizing the business behind common customer KPIs and reducing organizational complexity, he facilitated collaborative efforts focused on continuous customer improvement.