Doug Lord

Contact Centre Director @Sopra Steria

St Albans, GB

EMAILS

[email protected]

MOBILE NUMBERS

+91 *********19

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WORK HISTORY

May 2022 — Present

Contact Centre Director @Sopra Steria

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SKILLS

Program ManagementChange ManagementBusiness ProcessBusiness Process Re-EngineeringCustomer Experience ManagementOperating ModelsBusiness StrategyProject DeliveryGovernanceBusiness Process ImprovementCustomer Value PropositionTelecommunicationsCustomer ExperienceManagement ConsultancyPrince2Retail BankingCustomer InsightStrategyCapacity PlanningPublic SectorContact CentreOperational TransformationStakeholder ManagementTelecommunications ConsultingManagement ConsultingBusiness TransformationWorkforce ManagementCustomer ServiceCustomer RelationsBusiness CaseOrganizational DesignContact CentersPerformance ImprovementShared ServicesPerformance ManagementCrm

ABOUT DOUG LORD

Operational transformation leader with deep customer experience expertise.Specialist in defining and delivering strategic objectives, having led and supported 20+ large-scale programmes achieving operational efficiency, regulatory compliance and customer experience improvement.Cross-industry experience, proficient in financial services, recently working with Barclays, Lloyds Bank, Cooperative Bank, National Australia Bank, RSA and Bank of Ireland.8 years representing leading consulting firms at c-suite level in FTSE 100 companies has honed a relentless focus on delivering client objectives through building collaborative and mutually enriching relationships.

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