Charlotte Bright

WORK HISTORY

EDUCATION

SKILLS

ABOUT CHARLOTTE BRIGHT

With 15 years at McDs Global Business Services (GBS), I\'ve witnessed and contributed to our evolution towards increased efficiency, innovation, and growth. As we continue transforming, GBS is taking bold steps to create exciting opportunities for our people and organization.As the Finance Transformation Manager i lead the execution to a large scale finance transformation. My role bridges finance, process, technology and process excellence ensuring seamless transition to our new Intelligent Operations operating model including business process outsourcing that delivers efficiency, stability and compliance.Managing Knowledge transfer, change readiness and service stabilisation I work closely with cross functional teams and outsourcing partners to drive value. With the goal to deliver smarter, agile final solutions to support long term business growth.Previously the Experience Lead, I focussed on human-centric design to foster horizontal ways of working. Building connections between ween employees and customers and our outsourcing partner has been crucial to our success. Partnering closely with our change team, I’ve helped design communication strategies with an experience lens, facilitated rich project conversations to gauge confidence and identify key actions. This approach has supported a successful transition of 19 finance operations processes to our outsourcing partner, fostering a blended culture built on trust and understanding.Prior to this as our CX lead for EU and ANZ within McDonald\'s GBS I developed and delivered customer experience training across McDonald\'s GBS in the UKI, USA and ANZ, outlined our CX pledge, evolved our insight collection so that we can deliver actionable insights and we continue to evolve our strategy based on the needs of our GBS customers and teams. Established great Customer Experience can transform a team and an organisation, it is something that continues to evolve and as we explore how customers, business and the environment changes how we provide a great customer experience changes with it. Before entering the world of customer experience the first part of my career gave me a range of experience in the financial sector Working for SME\'s and Global Organisations, Industry and Practices by understanding the customer and business needs to drive success.