Eva Jones

WORK HISTORY

EDUCATION

ABOUT EVA JONES

Award-winning Business Transformation Manager, specialising in Retail Customer Experience and Operations. I lead the development and delivery of high-profile programs to embed purposeful and consistent delivery in achieving organisational goals and strategic innovation. Proven ability in strong stakeholder management across all levels of the organisation to deliver exceptional outcomes. A strong commercial background and track record in delivering multi-million-dollar, innovative programs and P&L growth for a global Fortune 100 Retail energy company.DELIVERING EXCEPTIONAL OUTCOMES• As the District Manager at Shell and member of the UK Retail leadership Team, I managed a multi-million dollar P&L for 283 Retail locations specialising in Mobility and Convenience. Delivered increases in Customer Experience, Operational Standards, Food Safety and consistently exceeded P&L targets. ALIGNING PROGRAMS TO STRATEGIC INTENT• As the Global Retail Channel and Trade Insights Manager, I served as Program Manager to manage the end to end governance and delivery of a multi-million-dollar program to conceive, develop and implement Shell Retail\'s first integrated, digital global Retail Measurements, Reporting and Analytics solution for Customer Experience and Operational Excellence, to accelerate delivery of Shell Retail\'s 2025 strategic ambitionsDELIVERING INNOVATION WITHIN ACCELERATED TIMESCALES • Program managed global design, tender process and implementation of Shell Retail\'s first global Front Line Teams survey,\"Voice of Service Champions\", rolled out to 20 markets, Retail sites. Developed a program which could be rolled out locally within 6 months from preparation to post implementation review, a 25% reduction in timescale initially indicated by vendor INFLUENCING STAKEHOLDERS TO DRIVE IMPROVEMENT IN CUSTOMER SERVICE• Drove a step change in customer service offering to the Shell global Retail business. Through in depth benchmarking and data analysis, I influenced senior stakeholders to improve Retail customer service in six Key Result Areas, resulting in senior sponsorship of a global Retail customer service transformation programDELIVERING IMPROVED CUSTOMER SATISFACTION AND COST TO SERVE• Project managed multiple projects in design and delivery of a customer transformation program. Established and facilitated project governance and collaborated with cross functional teams to design and deliver a new performance measurement and assurance framework. Improved CSAT by 9% and reduced cost to serve by $2.4m