Leeds, England, United Kingdom
A passionate, energetic and inspiring people leader, renowned for the ability to champion change and transformation especially in underperforming teams or functions with a need for significant cultural revolution. A global thought leader who finds and utilises the latest thinking in organisational design and effectiveness to create a shift in behaviours and performance. An emotionally intelligent role model who believes in creating diverse and inclusive cultures where people are inspired to bring their best selves to work and have fun whilst delivering the most incredible customer experiences.
Accountable for defining, measuring and improving the claims customer experience across a portfolio of high profile brands in a complex, multi faceted environment, to deliver significant performance improvements
To deliver Lombard’s strategic ambition of becoming World Class for their customers and people through the leading and management of a number of key work streams • Working closely with delivery managers, capability owners and key stakeholders across Lombard and externally to define and execute on the ‘World Class’ plan for the organisation. • Responsible for delivering all the world class capabilities across the business alongside the wider world class engagement strategy • Co-ordinate governance activity across the programme ensuring timely reporting to the appropriate governance boards • Successfully manage the expectations and needs of sponsors and key stakeholders • Use a range of influencing styles to win active support, commitment and to build momentum for initiatives and strategies • Overall responsibility for the engagement strategy for Lombard and the world class programme
Responsible for a team of 5 people (Complaint Manager, 2 x Business Analyst & Service Improvement Manager) • Develop, implement and manage research solutions across the business to ensure the experience is measured accurately • Working with each directorate to identify and address service shortfalls • Develop a network of ‘customer champions’ to support the cultural evolution • Responsible for all TCF activity and reporting across the organisation • Responsible for ensuring the quality of complaint handling and associated redress spend • Relationship management of external research companies in order to understand the customer experience. Focusing on the quality and usability of the research output to develop a fit for purpose research solutions
Reported to Director of Customer Operations. Role spanned across all claims functions (8,000 people) and including all insurance products. Developing and implementing mechanisms to ensure the accurate and timely measurement of the customer experience ensuring that the voice of the customer underpins all business decisions. Responsible for driving service improvements to support the strategic objective of becoming a ‘World Class’ organization. Identifying opportunities to differentiate our service and working with key stakeholders to drive the necessary changes to realize the strategies.
Role within Customer Assistance Services (claims) dealing mainly with partnership brands such as Tesco, Renault and BMW. Responsible for up to 150 staff including phone based advisers, team leaders, business co-ordinators and administration staff. Managing teams at multiple sites.