Polly Miller
Senior Manager Customer Journeys and Transformation @EE
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WORK HISTORY
Senior Manager Customer Journeys and Transformation @EE
London, GB
Leading a team of brilliant customer journey managers. We are a hit squad in Marketing who are responsible for driving tangible improvements to our in life customer journeys to drive both customer and commercial benefits. We partner with each of the category functions within marketing (Home, Mobile, New Markets and Convergence) to support them in improving customer experience and work closely with all our channels (Digital, Retail and Contact Centre) to identify and improve these journeys.
EDUCATION
University of Buckingham
1st class honours, BSc, Business and Management
ABOUT POLLY MILLER
I’m on a mission to make things easy, simple and brilliant for customers and advisors. I’m a great communicator and I thrive when I can bring together different people to solve complex problems.My role today sits within Marketing and I lead a team drive tangible improvements to our in life customer journeys driving both customer and commercial outcomes. I am most proud of:1. Running BT’s largest ever digital transformation programme that allows our amazing advisors to serve our customer’s needs. It is also one of the first (and most successful) agile-led programmes in BT Consumer2. Leading Consumer’s customer experience strategy which delivered a +9 improvement in BT Brand NPS in 2.5 years and put all three BT Consumer Brands (BT, EE and Plusnet) in the top three for call centre ease3. Launched a market leading same or next day mobile repair service nationwide in our EE stores4. Defined a concept, secured the funding and achieved senior stakeholder sign off for the recruitment of 900 tech experts to help customers’ with their TV and BB services5. Reduced the engineering budget from baseline by £12m through the engagement of a third party specialist function and removing waste from repair processes6. Regularly led business improvement activities to accelerate customer experience and efficiency, including the automation of processes and activities equivalent to ~300 FTE per month7. Achieved the highest people engagement scores of BT ConsumerI love leading people to be their best (up to 46 FTE / Opex budget of ~£2m) so that we can make customer and advisor experience genuinely brilliant
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