I’m passionate about customer experience and have been working within financial services, utilities, retail, telecoms, and other industries for over 25 years. I help organisations deliver great experiences for their customers; implementing changes that make a difference – big or small. With my customer and transformational background, I like to look at the wider landscape and understand how everything is underpinned by insight and data. I have proven experience delivering customer experience improvements within complex organisations centred on transformation across data, digital, and operations (customer service, shared service functions, and fraud). Projects delivered have increased sales, reduced costs, increased efficiency, and improved customer and employee satisfaction.