Sue Campbell

Customer Experience Director Capita O2 Partnership @Capita

Leeds, GB

Leading the development, implementation and evaluation of strategic and tactical customer engagement plans, programs and initiatives aligned to O2’s Transformation Programme and Customer Service Strategy.\\\\n\\\\n• Led on the design of the Partnership’s future state, digital first, location agonistic, target operating model, with continuous improvement and automation/optimisation teams embedded, tasked with constantly improving the customer journey.\\\\n\\\\n• Providing data and insight, using customer feedback and complaints to introduce customer centric innovations that improve the customer experience, increase revenues and reduce operating costs.\\\\n\\\\n• Responsible for customer journey definition, analysis and service design, identifying the changes required to reduce failure demand and customer effort to deliver improvements that increase customer and colleague engagement.\\\\n\\\\n• Increasing digital capabilities, ensuring seamless integration between channels, seeking opportunities to improve every touch point and interaction.\\\\n\\\\n• Understand and anticipate developments in customer service and the introduction of new capabilities.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n