Gareth Durbridge

Customer Experience Professional (Senior Strategic Role) @Savills

London, GB

A FTSE 250 company, my appointment to Savills is unique in that it focusses solely on the experience of the occupier customer, bringing their voice to the heart of internal discussions and decision-making. My role is to learn about the basis of the customers\' occupation; being alert to changes in customer requirements so to engage with our clients and internally, contributing to efficient management and analysis to deliver high levels of engagement, advocacy, satisfaction, loyalty, retention and recommendation.\\\\n\\\\nResponsibilities\\\\n• Embed and champion customer experience within our properties, and to lead on coaching, developing and disseminating best practice across all functions; both customer and non-customer facing\\\\n• Oversee deployment of customer surveys; review insights and identify areas of opportunity to develop customer journey mapping and evolve processes.\\\\n• Incorporate customer insight and learnings, define strategic opportunities for service improvements and arrange roll out in an organised and measurable fashion.\\\\n• Inform the CX Strategy with clients and deliver to relevant stakeholders across Savills.\\\\n• Regularly meet with senior key stakeholders reporting on status and agreeing action plans.\\\\n\\\\nAchievements\\\\n• Pioneering the CX agenda within Savills property management division;\\\\n• Introduction of CX measurements and benchmarking including NPS, CSAT and CES.\\\\n• Devised portfolio CX frameworks; strategy, proposition, customer journey management and measurements.\\\\n• Created a successful VOC (customer) programme, with VOE (employee) and VOP (process) to follow.\\\\n• Successfully improved customer experience; the latest survey achieving excellent CSAT & NPS\\\\n• Digital initiative with the launch of the Savills Insights occupier app across key strategic properties.\\\\n• Designed a suite of communications; finance templates, statutory compliance, insurance and Covid.\\\\n• Mapped various customer journeys including on-boarding, customer contact & resolution and off-boarding.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n