Marcel Potter

Customer Journey Manager @NHS Property Services Ltd

England, GB

Leading customer (internal and external) journey mapping workshops and facilitate the outcomes from the knowledge of the business SMEs and stakeholders by producing As - Is and To - Be models. Managing capacity to attend all demands with quality.Driving continuous improvement to maximize efficiency and quality and its implementation.Documenting suggested changes to the customer journeys and help stakeholders plan for changes.Translating technical languages to support customers through the data analysis and identify customer and business needs to delivery changes.Implementing automated process adding value to the customer experience.Leading the creation of dashboards for measuring, monitoring, and communication of the performance of customer journeys and the impact of improvements against agreed KPI\'s.Identifying root causes of selective issues which impacts the customer experience causing significant waste for the business. Designing training related to customer journeys and producing documentation to support the area and projects related to the customer experience and business improvement.

FASM - Faculdade Santa Marcelina

International Relations, International Relations and Affairs

USP - Universidade de São Paulo

Master in Latin America Integration , Integration and Affairs