Alice Tomkinson
Global Customer Experience Manager @Experian
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WORK HISTORY
Global Customer Experience Manager @Experian
Following the successful management of a Customer Adoption project (Customer Self-Service Portal), I was promoted to a new role and now report to the Global Head of Customer Experience to support with a larger and more ambitious project to revolutionise CX globally within our organisation with an emphasis on our digital product portfolio.I play a key role in the creation, rollout and management of global CX initiatives across 6 regions (EMEA, APAC, UK & I, Brazil, NA & SLATAM) to enhance the engagement with our digital products both internally with our colleagues and externally with our clients. These projects include:Customer Research and AdvocacyCustomer Experience insight collation, interpretation and making strategy recommendations based on data and customer behaviour.Providing \'voice of customer\' into roadmap planning for both product design and delivery Working alongside UX on customer usability testing and future design recommendations Designing and delivering customer centricity training for colleagues (globally)Customer journey mapping and design for new digital productsConsulting with colleagues on CX best practiceInterpret product usage analytics and provide insights to set CX strategies to drive adoption, engagement and usage
EDUCATION
The University of Sheffield
Master's degree, English Literature
University of Lincoln
Bachelor of Arts (B.A.), English Literature
ABOUT ALICE TOMKINSON
Global Customer Experience specialist with a solid commercial awareness. Highly skilled in customer insights, journey design, change management, user engagement and redesigning & implementing businesswide CX strategies.
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