Jon C.
Customer Experience Manager @Direct Line Group
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WORK HISTORY
Customer Experience Manager @Direct Line Group
Designed and deployed a Customer Experience Measurement and Engagement programme within Personal Lines across people to ensure that our customers experience was measured, understood, and built into our peoples objectives and reward schemes at every level of the hierarchy. This programme was described as “the best they had ever seen” by an independent behavioural training consultancy- Work effectively with various streams of customer data / insight and corresponding functions to ensure relevant insight and information is available and understood- Engage our people at all levels to understand what barriers exist that prevent delivering a great customer experience. Overseeing the delivering a series of communication activities to drive engagement- Own and govern relevant customer forums as required, to highlight customer pain points and enhance the customer experience journey in Direct Line Group- Develop, coordinate and monitor the customer experience improvement plan, ensuring new areas for improvement are identified and discussed for prioritisation with the relevant decision making bodies, and influence senior management teams to take mitigating action. Reporting results to Direct Line Group Executive Committee and Board as appropriate- Take ownership of the Customer Satisfaction process (NPS and Customer Effort Measurement) and/or customer journeys being the primary contact for the relevant leadership teams- Accountability to ensure a robust closed loop customer feedback process is in place, enabling our people to self learn from their mistakes and creating visibility and action from “Voice of the Customer”- Drive a customer-centric culture across Personal Lines, ensuring that the customer is placed at the heart of everything we do and that customer experience is considered at all levels- Leader of a multi award winning team and organisation and recognised for delivering outstanding customer experiences
ABOUT JON C.
I am a driven professional individual with a passion for excellence in customer experience. I have a proven award winning track record of driving improvement and large scale change to improve the customer experience within the financial services industry. I’m an effective communicator at all levels, have excellent analytical skills and am a keen problem solver. I’m highly motivated either in a team or working on own initiative. I have developed a variety of skills and experiences managing large scale multi site operational areas including complaint handling, FOS Liaison, Quality Assurance and also large scale business transformation projects and programmes.Achievements and Awards:Delivered an improved Net Promoter Score (NPS) and Net Customer Effort Scores (NCE) across the 7 customer touchpoints that I am responsible for by more than 25 points From H1 2014 to H1 2019.Winner - UK Customer Experience Awards Customer Feedback & Insight, Customer At The Heart Of Everything & Culture categories 2019Winner - UK Customer Experience Awards Insurance Services & Customer Feedback & Insight categories 2017Winner - UK Financial Services Experience Awards Overall Best Customer Experience, Best Insurance Services, Employee Engagement & \"Use of Insight and Feedback Categories 2017Winner - UK Customer Experience Awards Insurance Services & Customer Centric Culture categories 2016Winner - UK Financial Services Experience Awards Contact Centre -CX,Employee Engagement - Innovation & Customer Centric Culture Categories 2016Winner – ICS Best Use of Customer Insight Award 2016Winner - UK Customer Experience Awards Insurance Services & Best Use of Insight/Feedback categories 2015Winner - UK Financial Services Experience Awards Best Customer Insight & Feedback Category 2015Winner – ICS Customer Feedback Strategy Award 2014 & 2015Winner – UK Customer Experience Awards Customer Experience Team of the Year & Best Customer Experience Insurance Services 2014
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