Michelle Gloder Email Address

Head of Customer Experience

Dixons Carphone Group is a retail store that is an electrical and telecommunications retailer and services company.

I am a commercially astute Customer Experience and Business Transformation Specialist with a breadth of complementary experience in complex, start up, regulatory multi-channel businesses. I have a strong, transferable skillset and the potential to deliver growth in any sector or discipline. Extensive Senior Leadership experience gained in strategic, analytical, operations, development and implementation roles. I have worked in a variety of cultures and disciplines and I bring a broad perspective and ability to adapt to any situation. Strategic programmes defined and executed include Brand Transformation, Experience Design and Capability implementation, Operating Model improvement, Technology and Culture Change - impacting millions of customers and hundreds of thousands of employees whilst improving customer value, employee engagement and reducing costs . Leadership roles in Contact Centre, Repairs and Insurance Operations have brought valuable insight and expertise into the solutions I've delivered. I have credibility at Executive level and with internal and external stakeholders and am adept at influencing, thought leadership and collaboration to achieve results. Having worked in Retail, Telecoms and Technology, I am innovative, pragmatic, tenacious and resilient. I can create direction from ambiguity and work at pace in challenging and changing environments. I am driven by a passion for creating and ensuring delivery of the right experience and adding value for customers, colleagues and shareholders. Specialties:- * Strategy, definition and execution, translating plans into prioritised initiatives * Influencing decision makers and stakeholders. Winning hearts and minds, demonstrating value, thought leadership and collaboration * Leading large omni-channel Customer Experience programmes and improvements. Includes insight, strategy, journey mapping, promises, service design, implementation and measurement * Leading large transformation programmes through definition, planning, prioritisation, delivery, performance management and improvement * Leading large teams (direct and matrix), inspiring, coaching and delivering results * Designing Operating Models - multi channel sales, order management and service processes * Managing Operations to deliver KPI's. Contact Centre, Fulfilment and IT functions * Leading agile teams to solve problems, innovate and deliver results * Change Management, Programme & Project Management * IT support, development, infrastructure and consultancy with positions at Sainsburys and Protek