Jon Horrie
Group Customer Experience Manager @Marshalls plc
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WORK HISTORY
Group Customer Experience Manager @Marshalls plc
Work collaboratively with the Leadership team in the design and execution of the organisation’s CX strategy that can be scaled in line with the organisation’s growth and diversification strategy, ensuring alignment with senior stakeholders across the Group.• Driving a customer-centric environment within the business, delivering robust customer experience insight across all customer touchpoints through a robust business partnering approach.• Aligned to the CX strategy, designing a CX insight approach and roadmap leveraging current insight methods and identifying opportunities to evolve the CX insight offering.• Owning the organisation’s Customer Voice programme and tracking of leading indicators of CX performance (e.g. NPS, Trustpilot, annual surveys, tactical surveys).• Deliver compelling insight to a wide range of stakeholders and leveraging that insight to drive continuous improvement of the customer experience and good customer outcomes.• CX insight dashboard to allowing stakeholders to self serve customer experience insight.• Evolve the customer insight panel working with stakeholders across the business to identify research needs.• Manage 3rd party CX insight relationships with various partners.• Provide thought leadership and proactive recommendations of new insight methodologies and evolving customer expectations.• Development of cost effective journeys which allow flexibility, challenges customer choice and supports the need for dynamic content – with both on-line and offline.
EDUCATION
The University of Salford
Graphic Design
SKILLS
ABOUT JON HORRIE
CX Consultant | Mentor & Coach | Passionate about Travel & Continuous…
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