Niall Fields

Divisional Customer Insights Manager @Kingspan Water & Energy

Portadown, GB

In this role, I am responsible for managing the Customer Experience (CX) programme across Kingspan\'s Light, Air + Water division.Responsibilities include:• Managing the divisional insights programme and supporting business through capture of different CX metrics (NPS, CSAT, CES, etc.)• Developing of customer personas as part of our Know The Customer strategy.• Identifying, implementing and optimising new processes and technologies required to deliver best-in-class CX.• Developing effective communication strategies to promote and socialise CX throughout the division.• Championing customer excellence training in the business to deliver best-in-class CX and a customer-centric culture.• Guiding each business on appropriate improvement initiatives/strategies based on customer insights.• Compile and issue CX results and key actions to senior management.

Université de Tours

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