Katie Smith
Group Contact Centre Transformation & Digital Experience Lead @Halfords
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WORK HISTORY
Group Contact Centre Transformation & Digital Experience Lead @Halfords
Redditch, GB
Plan and lead strategic CX transformation, and driving operational excellence across in-house and outsource teams, improving NPS, customer retention, revenue and reducing contact• Lead a team of 8 direct reports covering CX Design, Training Design, Training Delivery, Knowledge & Comms, CX Assurance, Technology Assurance, Technology Transformation and Project Management• Define Capex requirements, creating business case papers and attending investment boards to secure funding• Own and manage a change pipeline and hopper that included Business Change as well as Contact Centre change, with c.40 items in-flight at one time• Drive multi-million-pounds of operational cost savings through continuous improvement and digital transformation / channel shift initiatives, leveraging data-driven insights to inform strategic decisions• Own Contact Centre tech stack, responsible for vendor management and working with Procurement on RFP’s to onboard new technology• Stakeholder management across Contact Centre (from SLT to frontline advisors), outsource partners and the wider business (including Digital, eCommerce, Finance, HR, IT, Business Change and Operations teams)• Have a solid knowledge of Contact Centre tech stack (including Salesforce, plus key tools such as Office 365, Monday.com, Jira• Act as Product Owner in project to migrate from Salesforce Service Cloud Classic to the Lightning platform, defining requirements using MoSCoW analysis, approving user stories. In addition, act as Change Lead and SME in the project.
EDUCATION
Solihull Sixth Form College
A Level
ABOUT KATIE SMITH
An accomplished and results-driven leader, with over two decades of experience in Contact Centres / customer service. I have a proven track record in leading high-performing teams and developing talent, securing significant investment and managing complex change portfolios / pipelines, I am passionate about leveraging people, processes and technology to deliver superior customer experiences and measurable business value. Leading large-scale projects has demonstrated my ability to navigate complex environments and deliver challenging targets.
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