Steve Marshall

WORK HISTORY

EDUCATION

ABOUT STEVE MARSHALL

I have a genuine passion for delivering digital capabilities that add value and improve the customer experience developed from several years experience of delivering various contact centre, web, mobile, live chat and social applications to support a FTSE 100 company become a multi-channel operation.Presently, I lead Aviva\'s social media team, with additional responsibility for our voice of the customer reporting programme and delivering a small change book of work for a head contact centre.Social media key deliveries and experiences include- Created a genuine customer service channel from scratch- Built a crisis management process- Delivered a service recovery model for social customers- Implemented a new social media listening, monitoring & engagement platform- created an actionable insight dashboard shared across UK region- Supply chain collaboration- collaborating with Digital Marketing areas to ensure content meets service channel purpose- Presented at Internal Aviva events as well as external events such as Call Centre Expo 2013.In my previous roles I have gathered change experience spanning many customer channels and multiple deliveries that have improved the self service capabilities for customers and supported increases in Transactional Net Promoter Scores (TNPS).Example deliveries-Implementing a new web self service customer portal designed against customer demand-Supported Ratings & reviews delivery for Aviva.co.uk by defining and building a service recovery model to resolve failure for customers- end to end delivery of Customer help videos for Aviva.co.uk and social channels helping to educate customers on basic insurance themes- Implemented a new FAQ tool on Aviva.co.uk to improve online service for customers- reset Live Chat strategy to ensure that true value of this channel was achieved for the business.