Christopher Allen
Customer Experience Business Partner @Direct Line Group
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WORK HISTORY
Customer Experience Business Partner @Direct Line Group
Leeds, GB
Key Responsibilitieso Responsible for mapping the E2E experience and describing current state for initiation and prioritisation of strategic and tactical change initiatives across all customer channels and touchpoints.o Articulate customer performance trends for exec, operation and regulator – developing insight and Mi to describe the customer experience from quantitative and qualitative data setso Communicate the customer story at all levels of the operation – led by data proactively challenge the norm ensuring customer is central to change and operational focuso Development and enhancement of digital tools and channels to support opex challenges whilst maintaining and exceeding CSAT measureso Development and delivery of real time customer feedback/analytics enabling closer engagement of business to the multichannel customer o Survey partner relationship management – shaping customer research to deliver effective, segmented insight enhancing understanding of the live customer experience and effective performance initiatives
SKILLS
ABOUT CHRISTOPHER ALLEN
A customer experience specialist with a focus on the end-to-end experience. Applying innovative, smart and connected products to understand and shape the customer experience to meet emerging customer and business needs. An expert in utilising data to support businesses in becoming market leaders in effortless service and reputation. A committed professional who excels in the delivery of world class service and effective commercial management. Underpinned by strong leadership, transformation and strategy planning. A team player who is user centred and skilled in stakeholder relationship management.Users, both internal and external, are the heart of any business, understanding their challenges through testing and analysis enables effective design and development of the right solution. For the last 10 years I have worked for a FTSE 100/250 companies and have a proven track record of launching and optimising omni & multichannel customer journeys driving business engagement within customer service and sales solutions. All focused on delivering the right experience and optimal value from every visit and customer touch point.
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