Ian Boden-Dowds Cxac
Customer Operations Director - Europe @bp
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WORK HISTORY
Customer Operations Director - Europe @bp
Responsible for transforming customer operations across B2C and B2B in 8 European markets consisting of sites and 160k B2B customers, embedding automation, digitisation, and service excellence to deliver measurable value. Part of European OpEx LT and European XLT.Key Achievements• Increased Cultural Awareness, having a global mindset that has allowed me to embrace diversity and leverage cross-cultural experiences. Developing myself even more as a leader and staying curious.• Built and led a new pan-European Customer Operations team to standardise and scale best practice• Developed and launched a Customer Operations/Experience Framework to ensure all markets had the right tools to turn \'Insight to Action\'.• Supporting the day to day Contact Centre Operations whether in-house or BPO with in-direct reports in market across Customer Care general, Loyalty and Social Media, ensuring delivery against metrics including FCR, SLA and AHT etc.• Developed the strategy for Customer Care/Contact Centres and launching a transformation program across the operating model, achieving over $1m in cost savings in 9 months.• Delivered Customer Automation and Digitisation savings over $1.5m in 18 months, reducing manual work and faster turnaround, all improving customer and colleague experience• Built solid foundations and relationships with our GBS (Global Business Services) Team in Budapest to deliver process optimization, standardization, and reduce deviation across markets.• Improving Google Reviews across the whole period, with ratings improved from 3.9* to 4.1* and reply rates up from 67% to 96%, making sure our customers felt heard and valued.
EDUCATION
The CX Academy
Professional Certificate in CX, Customer Experience
Association for Project Management (APM)
APM Project Fundamentals Qualification, Project Management
Great Baddow High School
11 GCSE's
Axelos
P30 - Portfolio, Programme and Project Offices (PPM) - Foundation, Change Management
SKILLS
ABOUT IAN BODEN-DOWDS CXAC
Recognised for leading large-scale customer experience and operational transformations with over 25 years of success across major B2C and B2B organisations. Trusted advisor to leadership, transforming customer operations through process automation, digitisation, and continuous improvement to deliver measurable efficiency and service gains. Renowned for embedding world-class service models and building inclusive, high-performing teams, consistently raising customer satisfaction while nurturing top talent and shaping future-ready operations ensuring the customer stays central to every decision and outcome.
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