Sonia Purwaha
Customer Journey and Insight Lead @Practice Plus Group
Signup · Get unlimited contacts
WORK HISTORY
Customer Journey and Insight Lead @Practice Plus Group
Reading, GB
Largest private provider of diagnostic and surgical services for the NHS. I own market research, patient and customer journey insight to identify further opportunities to increase brand awareness and private bookings.• Designed qualitative and quantitative research through user testing, brand tracking and VoC to identify areas of opportunity, brand awareness and marketing content. Data obtained 6 months before official bodies• Customer journey mapping workshops to identify barriers to book.• Increased email open rate by 32% and bookings by 5% through automated CRM communications.• Increased public review submissions by 200%(Google, Trustpilot, Doctify) through defined invitation strategy. • Mentored and coached contact centre sales manager in sales best practices and CRM enhancements to improve insights• Increased in journey satisfaction by 12% through redesign and rewrite of all patient letters.
EDUCATION
Institute for Apprenticeships & Technical Education
Operations/Departmental Manager level 5, Business Administration and Management, General
Code Institute
Data Analytics and AI
Glasgow Caledonian University
UDip, Applied Bioscience
ABOUT SONIA PURWAHA
Customer Experience, Journey Design and Voice of the Customer specialist with over 15 years of experience in process improvement, driving down costs, increasing acquisition and loyalty. Proven track record in increasing Net Promotor Score (NPS) from single figures to mid-50’s through customer-focused transformations. I have worked across telecoms, insurance, travel, and healthcare building strong relationships to influence senior stakeholders and embed customer-centric changes at scale. I not only provide direction and strategy but also roll up my sleeves and get directly involved.Proficient in CX and analytics tools like Trustpilot, Medallia, Google Analytics, Power BI, and leading SaaS/CCaaS platforms such as Five9, Amazon Connect, Freshdesk, Zendesk and Salesforce. I excel in designing digital and contact centre customer journeys to improve key metrics like customer satisfaction (CSAT), first contact resolution (FCR) and conversion rates.I am a resilient, solution-oriented leader with a keen interest in emerging technology to enhance customer experiences and improve processes while building efficiencies. I engage effectively with everyone from front-line employees to executive teams challenging assumptions and driving customer experience excellence.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.