Claudia Byers
Senior Operations Strategy Manager @Raylo
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WORK HISTORY
Senior Operations Strategy Manager @Raylo
Belfast, GB
EDUCATION
Queen's University Belfast
Master of Science - MSci, Physics
ABOUT CLAUDIA BYERS
I’m an experienced Operations Strategy Manager with a strong foundation in Customer Experience and five years in high-growth tech environments. At Raylo, I have led the product ownership of Intercom and our AI-powered assistant ecosystem - delivering smarter, faster customer journeys while unlocking significant efficiency gains across the business.With a background in Physics and a passion for problem-solving, I use data-driven insights to shape strategy, automate operations, and scale support. I’ve led the development of scalable chatbot and self-serve solutions, achieving a 50% automated resolution rate and delivering 10+ FTE in cost savings. I also spearhead our Voice of the Customer programme, turning feedback into actionable change that’s helped raise NPS above 60 and achieve TrustPilot ratings of 4.5 stars consistently.I thrive at the intersection of product, ops, and customer experience - driving cross-functional initiatives, collaborating with Product, Engineering, and Marketing teams, and delivering commercial results through customer-centric design.
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