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Within education and publishing, I have held a broad range of leadership/executive positions responsible for operations, customer experience and high-stakes assessment including digital content production. I have delivered outstanding operational/financial results whilst leading cultural, technological and performance-related transformation programmes across global markets. I am passionate about creating the right conditions for people and businesses to flourish, helping to unlock potential in my teams and partner organisations through engagement, empowerment and clarity of vision.     

Work History

Mar 2016Present

VP, Global Customer Strategy

Pearson (Global Operations)

Integrating multiple captive/outsourced teams (with combined annual budget of £80m) into a single, global organisation; Standardising and professionalising the way customers and students are supported across multiple markets and delivery models; Exploring new ways to grow revenue through a differentiated service proposition, whilst reducing costs through self-service, social media and the implementation of a single CRM platform. My role is to lead the design and implementation of all aspects of this strategy for our new, global organisation. 

Jan 2014Feb 2016

VP, Customer Experience

Pearson (Core and Growth Markets)

Delivered customer support across core and emerging markets (2014 revenues of £2bn, 40% of group revenues); Transformed service model in support of wider restructuring of Pearson during a period of unprecedented economic, cultural and technological change; Developed a CX 'centre of excellence' to co-ordinate global requirements; Led vendor sourcing and implementation strategy to establish a network of multi-lingual contact centre hubs in Europe, MENA, South Africa, LATAM, China and APAC; Created outbound support model with direct accountability for revenue contribution; Implemented multi-channel strategy to provide world-class support with measurable benefits; Held global accountability for the delivery of a single CRM platform across all business units; Developed transparency around CSAT and UX insight to influence product improvements and the release of NextGen digital learning resources. 

Jan 2011Dec 2013

Director, Customer Services

Pearson (UK & Spain)

Led a team of 300 across multiple sites in the UK and Spain (combined annual revenues of £400m; accountable budget of £13m); Designed and implemented a service personalisation strategy, taking the business from traditional 'call centre' operations to an account partnership model unmatched in the industry. Net Promoter Scores improved from -5 to +34 over the period, with savings of £0.5m through the elimination of non-value-add activities.

Jan 2009Dec 2010

Director, Customer Services

Edexcel (UK) 

Restructured six disparate customer-facing teams into a new Customer Services division with annual budget accountability of £10m; Responsible for assisting teachers and examinations officers with 2m enquiries per annum across 2,000 product lines; Managed external contact centres in Malaysia, Manchester and London; Secured 'ServiceMark' accreditation with Institute of Customer Service.

Jan 2007Dec 2008

Head of Examinations Management

Edexcel (UK)

Accountable for the awarding of GCE A-Levels and GCSEs, covering all parts of the assessment process - from question paper design/production to marking, grade boundary setting and results publication; Involved the leadership of 150 employees and the contracting/training of 10,000 examiners, along with the management of regulatory and cross-industry relationships. 


Sep 2007Jun 2009

MBA (Distinction)

University of Westminster

AMBA-Accredited Masters in Business Administration. Dissertation focused on recruitment and selection as key enablers of cultural change and service excellence.  

Sep 1993Jun 1996

BA (Hon)

Middlesex University

Economics and Philosophy

Sep 1986Jun 1993

GCE A-Levels and GCSEs

The Campion School, Hornchurch

GCE A-Level (Economics, B; Geography, C; General Studies, C; English, D)

GCSE (10 passes, 8 at A-C)

Industry Background, Skills and Expertise

Education (student recruitment, assessment and certification). Publishing  (global sales order processing, fulfilment and self-service across B2B, B2C and B2B2C, digital/interactive teaching and learning resources). Technology (customer-facing extranet, digital platforms, diagnostics, telephony/CTI, global CRM sourcing and deployment, social media, customer satisfaction and management information reporting systems)

Areas of expertise: Strategic planning; Customer experience; Business process re-engineering; Organisational design; Transformation; Global operations management; Financial planning/budget management; Supplier management

Personal skills: Leadership; People engagement; Innovation; Stakeholder relationship management; Vision, communication and influence; Personal development, learning and continuous improvement

Additional Information

Affiliations & Awards: Member, Chartered Management Institute (2009-present); Executive Sponsor, Institute of Customer Service (2011) and Investors in People (2013-14); Registered Advisor, Guidepoint Global (2015-present); Finalist, National Customer Service Awards (2009-13 inclusive); Judge, CCA Excellence Awards (2014); Finalist, MCA Awards 'Best Customer Engagement' (2016).  

Voluntary work: I provide employment guidance to young people at schools in my local community through the 'Inspiring the Future' initiative. I have found this to be incredibly rewarding, and have received a great deal of insight and positive feedback from the students, teachers and co-volunteers I work with.

Interests and hobbies: I love learning from new experiences, spending time in USA, South Africa, China and across Europe. Back home, I have recently taken to gardening and cooking. I'm a committed runner, too, entering my first marathon in 2015. To relax, I enjoy watching all kinds of sport, particularly cricket and football, as well as spending time with my wife and daughter.

References (tel/email contact information available on request)

Mr Ziggy Liaquat, Global COO, Pearson, 330 Hudson Street, New York, United States

Ms Dionne Higgins, COO Core & Growth Markets, Pearson, Taikoo Place, Cornwall House, 979 Kings's Road, Hong Kong

Ms Diana James, School Liaison Officer, Youth Employment Team, Chief Executive's Department,  Islington Aspires