Kelly Iles
Mass Market Customer Director @Lloyds Banking Group
Signup · Get unlimited contacts
WORK HISTORY
Mass Market Customer Director @Lloyds Banking Group
Accountable for the commercial success of LBG\'s Mass Market Customer Segment through delivery of a clearly articulated customer relationship and engagement strategy. Responsible for driving segment growth, customer retention and overall share of wallet. Leading cross group segment proposition delivery in support of customer P&L targets/OKRs.
EDUCATION
CIM | The Chartered Institute of Marketing
Post Grad Diploma, Marketing
SKILLS
ABOUT KELLY ILES
A successful and experienced strategic leader with a proven track record of transformational delivery and commercial success through customer led thinking. Director level expertise in Customer Experience and Journey Management, Digital Transformation, Operational Change and Improvement, Marketing and Proposition Strategy Development. With over 25 years of experience across the both FS and the Energy sector. An inspirational leader, known for building high performing teams and creating followership around a clear customer vision and instilling a relentless passion for making it better. Thrives on solving complex business problems, being able to quickly identify customer led solutions and galvanizing cross functional teams to deliver tangible results. Notable achievements: Step change improvement in Customer NPS and colleague engagement through CX Transformation. Delivery of digital strategy, online proposition and e channel service delivering over-performance in adoption and utilization activity. Building and creating a Customer Management and Customer Journey capability and eco system into various organizationsCustomer Journey Simplification Programme delivering reduced failure demand, reduction in customer complaints and a lower cost to serve. Delivery of Consumer Duty regulation into large FS business and embedding Customer Outcome Improvement operating model (Insight to Action). Specialisms: Customer Strategy and Proposition DevelopmentDigital and Self Serve Transformation Customer Experience Transformation and Consumer Duty Implementation Customer Journey Management and Improvement Operational leadership in Continuous Improvement and Transformational delivery
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.