Jo Alexander

Customer Experience Strategy and Oversight Manager @M&G

Stirling, GB

A wide and varied customer focused role, with responsibility including- Devising and embedding approach to prioritising customer journey improvement and customer journey governance framework - Secretariat of the Customer Improvement Board and oversight of the delivery of customer journey improvement initiatives- Establishing the Customer Journey Forum which I Chair and work with Journey Owners to deliver - Interim Corporate Pension Customer Journey owner, prior to new Journey Owner starting in role - Led delivery of Consumer Duty Customer Journey reviews covering Lifetime Mortgage and Product Agnostic customer journeys - Oversight of 3rd party supplier approach to embedding Consumer Duty obligations within their operating model -Leading development of the Customer Experience strategic approach - Ongoing Business case strategy development and progression to deliver - Improvement Budget management lead - Coordinating business areas to document activities in preparation for Budget announcement - Coordinating requirements for reporting improvement and ongoing oversight of delivery

University of the West of Scotland

Media Theory & Production

The Institute of Direct and Digital Marketing

Diploma, B2B Marketing

The CX Academy

Diploma, Customer Experience