I am a passionate, energetic and results driven executive. I have spent the last 11 years, shaping and delivering market leading customer experience strategies, starting at Orange, with a focus on B2B globally, and then at E.ON addressing both B2B and B2C markets in Europe.
In both companies I have laid foundations, aligned key senior stakeholders and built sustainable capabilities and the required culture to deliver differentiated customer journeys, solutions and advocacy.
My previous background in customer operations brings a very practical and energising touch to my approach, and in particular, how to define and embed customer centric visions, translate them into customer impact, prioritise improvement areas and upgrade the customer centric corporate agenda to enable the front line sustainably.
1. Strategic. Development and integration of customer experience across two of Europe’s leading telecommunications companies
2. Results driven. Significant increase in NPS
3. Practical. Using customer advocacy as a way to drive internal business goals and partner collaboration