Ryan Davies
Senior Business Transformation Manager (Customer Experience) @Rotork
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WORK HISTORY
Senior Business Transformation Manager (Customer Experience) @Rotork
Bath, GB
Responsible for the design and execution of strategic global customer experience transformation projects as part of Rotork’s Growth+ strategy. Led exec level & local workshops to support implementation of significant change- Designed, launched and embedded voice of customer, mystery shopper and NPS programme across multiple global locations, including relationship and transactional measurement. Includes managing close the loop & complaint business processes - Delivered a 16% global improvement in speed to quote and 6% increase in volume of quotes created- Designed, planned and executed customer service training to 400+ employees, linked to new competency assessment framework and online measurement tool- Delivered AI proof of concept agent to measure quote quality- Implemented multiple business process enhancements, time/motion studies and TAKT metrics to drive customer service change across organisation
EDUCATION
University of Sheffield
Journalism Studies BA, Journalism
SKILLS
ABOUT RYAN DAVIES
Expert in delivering effortless, industry-leading, multi-channel customer experiences with a strong focus on business growth through CX, continuous improvement, transformational capability and compliance. Makes a difference by inspiring, teaching, protecting and being human with my teams. A great communicator with strong stakeholder management and delivery of complex projectsRecent achievements include 50% increase in NPS scores for new customers, 18% increase in customer lifetime value, 5% growth in tenure of customer and 13% increase average contract value.
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