|Job Title||Service Development Manager|
|Member Since||23 Nov 2010|
|Areas of Expertise||Multichannel Marketing, Online Customer Service, Strategy and Planning|
My current role looks at the design and implementation of customer experience enhancements (primarily technical and digital) for mass affluent customers within the financial services sector.
Prior to this I worked for a major telecommunications provider where I held a number of roles including project management (delivery of technical solutions), customer experience design and change management, as well as online marketing. I led in the design and implementation of a multi-channel marketing plan to promote online self service to Retail customers. The plan had two key strands: a generic awareness plan which included the devleopment of the 'My BT' online brand; as well as a interaction based plan which included developing online help content and promoting online functionality based on customer scenarios.
Service Development Manager at Barclays PLC
From June 16, 2010 and still in this role.
Online Marketing Manager at BT
From June 1, 2009 until June 1, 2010.
Business Improvement / Customer Experience Manager at BT
From October 1, 2006 until June 1, 2009.
Project Manager at BT
From September 1, 2004 until October 1, 2006.
Education and Qualifications
- Six Sigma Green Belt trained – March 2007
- APMP project management qualified – September 2006
- MSc Multimedia Computing for eCommerce – Distinction (Brunel-GoldTel prize winner for ‘best postgraduate performer in Brunel Business School for 2004/05’) September 2003-September 2004 (Brunel University, School of Business and Management)
- BSc (Hons) Business Information Technology – Classification 2:1 September 1999-June 2003 (Kingston University, Business School)