Eifion Lloyd
Senior Manager Customer Enablement & Strategy @Openreach
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WORK HISTORY
Senior Manager Customer Enablement & Strategy @Openreach
Liverpool, GB
Responsible for the delivery of multi £m large transformation, service improvement and demand reduction programmes; Openreach wide CSAT operations and insight; and industry engagement with c. 600 wholesale and reseller Communication Provider (CP) customers. Currently leading a team of c.20 colleagues across these delivery areas.Key achievements: • Launched direct end customer contact at scale using a third-party AI backed messaging solution. Agreed full industry launch and 3 year investment case• Delivered a £m annualised reduction in customer fault visits through an insight driven and collaborative demand reduction plan, creating operational capacity for launch of other service propositions• Using insight, performance modelling and action plans to deliver a +19 increase in NPS. Responsible for CSAT survey delivery across 250k end customers and c. 400 CP customers p/a. • Created and implemented the ‘Voice of the Customer’ (VoC) framework to use insight and customer feedback to identify pain points and map them cross-functionally to fixes, driving a culture of continuous improvement and root cause improvements on KPIs• Designed inbound ‘digital-first’ contact strategy to drive desktop system roadmap, capex spend and operational transformation plans enabling inbound contact reduction• Award winning – Institute of Customer Service ‘Best Use of Insight’ award and 3 x European/International CX Awards for customer experience• Leading pan-CP industry engagement, achieving buy in for Openreach service strategy. Implemented frameworks to resolve performance and customer experience pain point concerns.
EDUCATION
Lancaster University
BBA, Management
SKILLS
ABOUT EIFION LLOYD
A senior commercial and transformation department lead with a proven track record in delivering large scale customer experience transformation, strategic thought leadership and multi-£m benefit outcomes. Core experience and results areas include AI deployment, customer journey design, end to end proposition management, customer satisfaction and customer experience strategy. An experienced senior people leader with a track record in developing high performing and highly satisfied teams; an exporter of talent.Award winning! Institute of Customer Service \'Best use of insight\' award 2023; European Contact Centre & Customer Service Best Contact Strategy (Silver, 2023) and Best Innovation in Customer Service (Silver, 2024); NiCE CX Excellence Awards 2025; Core skills• Strategy creation, problem solving and implementing high performance, high impact solutions which balance commercial, operational and people factors • Robust and action-focused delivery capability including experience in Agile and Waterfall methodologies • Excellent stakeholder management skills across functions, business units and with external private and public bodies (regular engagement up to MD and C-suite levels)• Innovative and highly commercial thinker leading collaborative and high-performing third-party relationships • Inspiring leader and talent developer, delivering performance balanced with growth, development and wellbeing.
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