Chris Coyle
Head of Self Service @William Hill
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WORK HISTORY
Head of Self Service @William Hill
London, GB
Role Overview:Driving innovation and transformation in self-service solutions across a global organisation, with a focus on delivering seamless customer journeys and leveraging cutting-edge technologies to optimise automation. Responsible for building and managing a diverse, high-performing global team to deliver industry-leading customer self-service capabilities.Key Achievements:• End-to-End Automation: Delivered multiple fully automated customer journeys by integrating advanced technologies, achieving true automation and enhancing customer experiences.• Global Leadership: Managed a geographically diverse team across multiple time zones, fostering collaboration and a culture of excellence to exceed business objectives.• Strategic Vision: Designed and implemented scalable self-service strategies for voice, chat, and messaging platforms, improving customer engagement and satisfaction.• Technology Expertise: Bridged technology gaps by leveraging AI, RPA, and data-driven insights to overcome platform limitations and optimise processes.• Efficiency Gains: Streamlined workflows and implemented innovative solutions to achieve significant cost savings and operational efficiencies.• Customer-Centric Design: Championed the development of intuitive self-service solutions, achieving measurable increases in containment and first-contact resolution rates.• Collaboration with Stakeholders: Worked cross-functionally with tech, marketing, and analytics teams to align self-service solutions with broader business goals and customer expectations.
EDUCATION
University of the West of Scotland
BSc, Computer Networking
Central College of Commerce
HND, Computing: Technical Support
ABOUT CHRIS COYLE
Experienced technology and customer service industry leader with over 20 years of expertise in designing and implementing innovative self-service and automation solutions across large-scale, complex environments. My career spans Telecoms, Media, Gaming, and Financial sectors, where I have successfully managed contact centers and offshore operations, motivating high-performing teams and delivering excellence in customer experience.Specialising in the convergence of AI and automation technologies, I have leveraged Robotic Process Automation (RPA) to enhance customer journeys, overcome limitations in chat and messaging technology, and drive hyperautomation initiatives. By bridging gaps in technology, I deliver industry-leading self-service solutions, utilising AI to improve operational efficiency and customer satisfaction across voice, chat, and messaging platforms.I am passionate about creating transformative experiences by combining cutting-edge AI and RPA to optimise performance and streamline processes. My focus is always on customer-first innovation, enabling businesses to deliver seamless, efficient, and scalable service models.
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