Bio

Excellence-driven head of consumer service operations for corporate clients including currently one of the largest retail brands in the world. Previously having worked with The Post Office Corporate as Performance Improvement and Digital Transformation Consultant, Gett the fastest growing transport app, as a Senior CX and CS consultant and previously, Unilever, as Head of Operations & Delivery leading their consumer engagement teams across 6 sites and 11 Countries in Europe and South Asia. Brings breadth of experience in multiple verticals including FMCG/CPG, Automotive, Retail, Finance, Health, and Government, plus a depth of expertise in ‘fast block and turnaround’ of under-performing consumer operations and a deep understanding of the key drivers of operational excellence in this field. Completed an Executive MBA on November 2016 with a First Class with a Thesis on Consumer Behaviour and Sustainability. Areas of Expertise: -Organisation Design and Implementation -Operations Models -Strategy and Design -Operational Efficiency and Resilience -Knowledge Management - Strategy and Design -Channel shift and Strategy - Program Management - Customer Experience (CX) Journey Mapping, Planning & Insight - Customer Operations/Contact Centres/TOM - Global scorecards and organisation performance matrix design. - Digital Transformation and Implementation (including Social Media Strategy)