CUSTOMER EXPERIENCE CONSULTING DIRECTOR
Change Management Group - London
Expertise within CMG in delivering Customer Experience Transformation Road Maps, including:
- Employee recruitment and retention; Business process redesign; Design of sustainable customer-centric cultures, including maximising the value of existing customer insight, refining stakeholder feedback and service delivery; and Implementation of targeted KPIs for successful growth of customer-centric organisations
- Developed CMG's Customer Experience offering, including cultural initiatives to support extensive corporate implementations. Focus on the cultural processes and KPIs that drive sustainable change in support of customer-centric performance.
- Extensive, confidential research in support of major UK FMCG retailer's strategic initiatives