Will Burton

WORK HISTORY

EDUCATION

ABOUT WILL BURTON

Customer Experience Leader | Driving Excellence and Loyalty Passionate about delivering world-class customer experiences that drive loyalty, retention, and brand advocacy. Key Strengths: Customer-Centric Strategy Cross-Functional Collaboration Data-Driven Insights Process Optimisation Team Leadership Accomplishments: Led a dynamic team of CX professionals to enhance overall NPS by 70 within one year, resulting in increased customer loyalty and repeat business. Implemented data-driven strategies to drive £1.2 million in retained margin, utilising customer feedback and journey analytics to identify pain points and implement effective solutions. Directed an operational transformation, creating a scalable delivery model improving efficiencies, increasing delivered revenue by 390%. Drove process optimisation initiatives that reduced average resolution time by 20%, streamlining support operations and enhancing the overall customer journey. Innovation in Action: Pioneered a customer portal implementation project. Result: 40% reduction in first-response time and improved self-service resolution. What Sets Me Apart: My ability to blend data insights with empathetic customer engagement, creating a harmonious bridge between analytics and personalised experiences. Collaborative Approach: I thrive in cross-functional environments, collaborating seamlessly with marketing, product, and operations teams to align strategies and exceed customer expectations. Lifelong Learner: Dedicated to staying ahead in the ever-evolving CX landscape through continuous learning, attending workshops, webinars, and earning certifications. Let\'s connect and explore ways to elevate your brand through unparalleled customer experiences. Open to networking, speaking engagements, and sharing insights on CX transformation. 🤝 #CustomerExperience #CXStrategy #CustomerCentricity #TeamLeadership