Head of Digital Optimisation, Contact Centres
BGL Group is a financial services company that offers insurance and household financial services.
I am PMP qualified, CMI Chartered Manager with a passion for developing and delivering strategic change programmes. A commercially focused, business transformation, programme and project delivery specialist with expertise in leading teams to identify, initiate and deliver transformational change to achieve business goals. With extensive experience at delivering multi-channel customer experience and process improvement initiatives, contact centre set up, relocation and optimisation programmes, complex technical IT and telephony application and infrastructure changes Key Skills: - Leadership, delivery and influencing - Strategy development, execution and business transformation - Stakeholder engagement and management - Omni channel optimisation and operational improvement - Customer experience analysis, insight & improvement - Business and customer process improvement - Voice of Customer insight - Leading business analysis teams - Risk & Issue management - Insurance - Contact centre operations and technologies - CRM - Line management and people development