Darran Taylor

WORK HISTORY

EDUCATION

SKILLS

ABOUT DARRAN TAYLOR

I am a highly respected and experienced Director of Customer Experience (CX) and Support with over eighteenyears in Customer Experience leadership roles, building on nine years of Customer Service Management in the IT industry.I am experienced in the theory and operational side of CX, key skills include: defining and delivering CX tools and products (such as Customer Journey Management, Service Design, & Employee Journey Mapping), setting up and leading teams, stakeholder management, CX Strategy, identifying improvement opportunities, identifying and implementing CX best practices, setting up Satisfaction & Net Promoter Score measurement systems, delivering improvement plans, and the setting up and running of leadership and employee engagement activities. In addition, I have over nine years’ experience in Customer Service Leadership positions leading large teams, driving customer satisfaction targets, transforming operational service teams and delivering key performance indicators. During my time as a Customer Service Leader I was chosen for special management projects where KPIs had not been met, I was acknowledged as turning around underperforming teams, driving improvements in customer advocacy and leading cost-saving projects whilst improving Customer & Employee satisfaction.Specialties: Customer Experience Management: Net Promoter Score implementation, Journey Design and improvement. Customer Service, Operations, Go to Market design and execution and Service ManagementI am a member of the Customer Experience Professionals Association (CXPA)