Pauline Delalandre

Head of Customer Experience @The Guardian

Lead the customer experience strategy for a growing supporter base, managing a third-party contact centre to drive satisfaction, loyalty, and revenue growth- Champion customer-first transformation by leveraging data, journey mapping, and CX design to optimise touchpoints and reduce voluntary and involuntary churn- Oversee cross-functional teams across operations, marketing tools, reporting, sales, and service, fostering collaboration and a culture of continuous improvement- Partner with Retention, Product, and Engineering teams to embed customer advocacy and deliver seamless subscriber experiences across all channels- Implement digital tools and AI solutions to enhance personalisation and automation, while owning performance measurement and SLA delivery with BPO partners.