Mary A.
Customer Experience Manager @Royal Society of Chemistry
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WORK HISTORY
Customer Experience Manager @Royal Society of Chemistry
Collaborate with cross-functional teams across UX, Data & Insights, and Marketing to embed the customer voice into decision-making and improve CX across publishing, membership, and professional engagement. Focus on surfacing actionable insights, enhancing processes, and influencing priorities to drive continuous improvement and support key performance outcomes.Key Achievements:• Enhanced the organisation’s CX measurement framework, maintaining surveys across key publishing journeys including submission, peer review, production, and post-publication impact.• Improved the visibility and accessibility of customer insights via CX Metric Miro boards, helping Publishing and Product teams identify and address key customer pain points.• Collaborated with UX, Product, Marketing, and Insights teams to ensure CX improvements align with broader experience design and service delivery goals.• Provided data-driven insights and recommendations to senior leadership, guiding decisions on the prioritisation of customer journey improvements.• Designed and delivered workshops and presentations on customer experience, strengthening organisational understanding and embedding a customer-centric mindset.
EDUCATION
Bishop Grosseteste University
Bachelor of Education - BEd, Primary Education
ABOUT MARY A.
Strategically minded senior customer service management executive whose recent achievements are complemented by early career highlights in teaching. Creates and implements high-impact customer service best practices while introducing tools and providing support to ensure consistency. Leverages a natural affinity for gathering and analysing consumer data to inform improvements to client satisfaction. Passionate about customer success planning; optimises internal efficiency and customer journeys to mitigate customer churn, drive continued business development, reduce churn and transform Net Promoter Score (NPS) processes.Royal Society of Chemistry (RSC)As Customer Experience Manager, I shape CX strategies, prioritising sustainable growth and customer-centric transformation. I leverage a comprehensive understanding of customer journeys, implementing metrics to assess and elevate customer satisfaction across various touchpoints. I am committed to building meaningful customer engagement through feedback mechanisms and targeted improvements, ensuring the customer’s voice drives our service evolution.TwinklEnjoyed seven years\' rapid progression within this global EdTech company - from initial role showcasing expertise in customer support and problem-solving as Teacher Support Advisor, through several leadership roles, excelling in coaching and innovation while enhancing team performance. Promoted to Customer Experience Innovation Executive to develop strategies and customer journey maps before being appointed Head of Customer Experience and subsequently Customer Experience Manager. Recognised as a strategic and analytical thinker, with success transforming data into actionable insights and strategic recommendations.
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