Peter Deane

WORK HISTORY

SKILLS

ABOUT PETER DEANE

An innovative leader with extensive experience of using Customer Feedback to improve experiences. I have a broad range of experiences across multiple industries (including Financial Services, Social Housing, Education and Local Government covering both B2B and B2C customers)Digital Process Improvement- Leading programmes which combine Lean Six Sigma, Process mining (Celonis) and automation tools to improve and streamline processes and deliver cashable benefits for clientsCustomer Insight & Research- Qualitative and quantitative research design to support the improvement of existing anddesign of new customer experiences and products both in house andusing agencies- Moderating qualitative fieldwork events (both face to face and online) including depth interviews with C suite respondents- Creation and use of customer journeys to drive understanding and improvement of the customer experience- Working with government agencies, regulators, industry bodies and competitors to design andimplement industry wide research programmes- Design and on-going management of tracking studies for Net Promoter Score- Synthesis of multiple sources of insight such as complaints, competitor intelligence andprimary research to create clear and compelling recommendations- Creation, syndication and presentation of business cases and board papers including regular interaction and influencing of divisional CEOsEnd to end customer experience programme design- Leading transformational change- Using customer feedback and data to drive change across organisations- Lean Six Sigma Green Belt- A strong influencer and facilitator - Development, delivery and evaluation of change projects