Kerri Ricketts
Head of Customer Experience @Gtr
Signup · Get unlimited contacts
WORK HISTORY
Head of Customer Experience @Gtr
Defining Customer Experience strategy and cross business delivery for the largest train operating company in the UK (Thameslink, Great Northern, Southern and Gatwick Express)- Defining cross-business customer experience and service standards to drive cultural change- Leading the \'voice of the customer\' and service quality audit function, incl. insight into targeted action- Developing insight-based customer journey maps to drive transformational change incl. leading industry-wide innovations and trials for wider adoption and customer benefit e.g. One Team at Stations- Specifying signature brand actions as a service design solution to address customer pain points- Defining and enabling customer service delivery, with responsibility for training delivery- Responsible for the delivery of an inclusive and accessible rail service - everyone can travel with confidence and independently- Compliance with accessibility licence conditions and contract obligations incl. the delivery of key performance targets as specified by the department for transport
EDUCATION
University of Birmingham
B.Comm, Commerce (Marketing, Economics and Finance)
The University of Manchester
BSc Financial Services, (Banking, Marketing, Research, Performance)
SKILLS
ABOUT KERRI RICKETTS
A passionate customer champion, with a track record of leading transformation and innovation. A thought leader who is sought to lead industry-wide proposition development to deliver for customers nationally and globally. Broad cross-industry leadership experience and expertise. Delivering in direct customer-facing leadership roles through to setting and managing significant change programmes through exceptional stakeholder management skills at exec level.known for: delivering with and through people, with a passion for developing people to reach their full potential and to have a voice. influencing other across businesses and industries to deliver for all customers, passionate about driving a step-change in inclusivity and everyone have equal access to services. delivering a customer-centric translation of strategic priorities/vision into clear roadmaps for delivery, then driving this focus and change across business functions with scaleable models that embed and deliver.transparent communication of actionable priorities that deliver sustained benefits for the business, the customer and wider stakeholders. Identifying and defining opportunities/anticipated risks with the creation of a compelling rationale for action.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.