Toby Davy

Head of Resourcing Analytics & Customer Experience @Sopra Steria

GB

In my current role, I lead the strategic integration of Management Information and Customer Experience across the organisation, with a particular focus on driving service excellence and data-led decision making.Key responsibilities and achievements:• Took full ownership of the Contact Centre function, overseeing operations, performance, and continuous improvement initiatives.• Developed and embedded Customer Insight reporting at candidate and customer levels, including Net Promoter Score (NPS) analysis, to inform business strategy and enhance user experience.• Led the evolution of reporting frameworks to deliver actionable insights across the business, supporting senior leadership and operational teams.• Worked at a senior level to align MI and Customer Experience with organisational goals, ensuring that data and feedback are central to service design and delivery.• Championed a culture of evidence-based improvement, using customer intelligence to shape policy, improve satisfaction, and drive innovation.

Southampton Solent University

Bachelor of Arts - BA