Paula Fox
Enterprise Head of Complaints Root Cause Analysis @Diligenta - a subsidiary of Tata Consultancy Services
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WORK HISTORY
Enterprise Head of Complaints Root Cause Analysis @Diligenta - a subsidiary of Tata Consultancy Services
EDUCATION
University of Dundee
Bachelor of Arts - BA, Business
ABOUT PAULA FOX
Expert in overseeing the execution of customer strategy, establishing governance frameworks, and ensuring alignment with business objectives. Proven ability to implement performance metrics, monitor customer, commercial, and financial KPIs, and provide strategic oversight across multiple client accounts. Skilled in leveraging data analytics, AI, and automation tools such as Power BI to generate actionable insights that drive continuous improvement and optimise business processes. Extensive experience in managing research functions that integrate Voice of the Customer, complaints data, digital metrics, and behavioural analysis to inform decision-making. Adept at communicating complex insights to senior stakeholders, clients, and executives while leading cross-functional teams to ensure operational execution aligns with strategic objectives. Strong background in process optimisation, financial services, and business fundamentals, fostering a customer-first culture and delivering value-driven outcomes.
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