Senior Customer Experience Insight Manager at RWE npower
Nuneaton, Warwickshire, United Kingdom
Senior Customer Experience Intelligence Manager
September 2015 to Present
Customer Experience Planning & Governance Manager
May 2015 to September 2015
Senior Customer Experience Manager, Business Banking
July 2013 to November 2014
Head of Complaints, Products & Segments
March 2012 to July 2013
Head of Complaints, Business Banking
June 2010 to March 2012
April 1998 to June 2010
What company does Chris Osborne work for?
Chris Osborne works for RWE npower
What is Chris Osborne's role at RWE npower?
Chris Osborne is Senior Customer Experience Intelligence Manager
What industry does Chris Osborne work in?
Chris Osborne works in the Utilities industry.
A customer focused Senior Manager, and PRINCE2 registered practitioner, with extensive experience in financial services specialising in customer experience and complaints and a reputation for integrity, high quality and excellence. • Strong customer focus with a track record of using insight to develop and deliver plans that have improved the customer experience • In depth knowledge and practical experience of all aspects of complaints including strategy, case management, root cause, reporting and regulation • A highly motivated leader and team player with experience of line management, leading virtual teams and the ability to influence, build rapport and create excellent working relationships quickly at all levels • An innovative problem solver and decision maker with excellent analytical skills and the ability to distil complex information into a simple and actionable format • High level communication and presentation skills that are outcome focused • Excellent planning and organising skills and the ability to deliver effectively against tight deadlinesSenior Customer Experience Intelligence Manager @ From September 2015 to Present (4 months) Customer Experience Planning & Governance Manager @ From May 2015 to September 2015 (5 months) Senior Customer Experience Manager, Business Banking @ Reporting to the Head of Customer Experience with responsibility for ownership and guardianship of the customer experience to deliver a powerful and seamless customer led experience, on behalf of Business Banking Council. • Built and led a virtual team that transformed the culture within Business Telephony and delivered a 22 point improvement in the journey’s Net Promoter Score (NPS) using customer insight to develop and deliver a prioritised action plan focused on the key drivers of advocacy. • Used customer journey mapping and insight to complete a review of the Telephone Banking operating model and provided a recommendation to Council to collapse the current model and repatriate offshore voice to drive advocacy and balance costs through economies of scale • Managed the e2e design and delivery of an online help and support solution identifying best practice to develop an intuitive solution enabling customers with problems and queries to self-serve driving up advocacy through first point of contact resolution and reducing calls into Telephony • Managed the implementation of ‘close the loop’ within a number of NPS processes, ensuring that customer issues were resolved and feedback mechanisms in place to use the learns for coaching, development and continuous improvement • ‘Customer champion’ for the project team that successfully migrated 750,000 business customers to new price plans. Led the development of the customer journey and colleague conversations framework that ultimately delivered better customer sentiment and lower complaint volumes than expected • Created the best practice framework for NPS working groups that was rolled out across the programme • Developed and delivered a communication plan raising the profile of NPS and improving colleague engagement and action • Led a review looking at the volatility of ‘spot’ month NPS scores working collaboratively with senior stakeholders across the business to identify and implement solutions From July 2013 to November 2014 (1 year 5 months) Head of Complaints, Products & Segments @ Reporting to the Director of Customer Experience owning the complaints agenda across 70% of the UK Retail & Business Bank (Transactional Business, Premier Banking & Business Banking) responsible for a reduction in complaints and the delivery of a powerful and seamless customer led experience. Line management responsibility for a team of 4. • Co-ordinated a 20%+ reduction in total complaints and 25%+ reduction in FCA Reportable complaints across 3 Business Units in 2012 through effective root cause analysis and targeted action plan delivery • Led a project team responding to a high-profile incident caused by a broken process involving the remediation of 3,000 complaints. Involved leading a virtual team, identifying the root cause and implementing a solution, agreeing the remediation approach, developing the business case and securing budget, bringing in and training third party resource and managing and keeping senior stakeholders updated • Brought together 3 distinct businesses (Current Accounts, Account Transactions and Debit Cards) to create and then manage delivery of a robust complaint reduction plan. Recognised by Transactional Council for adding significant value • Key member of a programme team that defined, developed and tested a single customer view pulling together insight from a range of different sources to provide a rounded view of customer issues in a prioritised and actionable format • Developed the proof of concept for a new innovative data mining tool to support more effective root cause analysis • Used NPS insight to complete a review of the e2e complaint handling experience and recommended 3 focus areas; dealing with queries and problems more effectively, making complaints a drop everything moment and doing more to keep customers updated and ensure complaints are resolved From March 2012 to July 2013 (1 year 5 months) Head of Complaints, Business Banking @ Reporting to the Director of Customer Experience with ownership of the complaints agenda on behalf of Business Banking Council. Responsibility for frontline complaint handling performance, root cause analysis and action plans, reporting and the complaint handling operating model and strategy. Line management responsibility for a team of 2. • Project managed the ‘war on complaints’ council initiative developing the plan and then implementing a program of improvements that delivered a 30% reduction in complaints exceeding Business Council’s stretch objective. Recognised at executive level as having the outstanding complaints initiative across the Retail Bank • Developed the business case, then worked collaboratively with senior stakeholders across the business to implement a problem resolution helpdesk, without increasing FTE, that now provides the frontline with help and support to manage c.1,400 problems per month leading to faster resolution, greater advocacy and fewer complaints • Increased empowerment limits enabling the frontline to resolve more problems and complaints at first point of contact. Involved agreeing the limits, budget, introducing MI, tracking and communication before handing over to BAU as planned • Developed a communication plan and used senior stakeholders to deliver and then embed a range of tailored messages to frontline staff raising the profile of complaints and emphasising a number of key messages including a simple 3 step approach to problem resolution, the definition of a complaint and the importance of ownership • Developed, deployed and facilitated a robust structure and approach within the Business for complaints root cause analysis, action planning and ongoing management driving more ownership and action ‘through others’ From June 2010 to March 2012 (1 year 10 months) Various roles @ A range of Branch and Head Office roles including Cashier, Business Banker, Operational Rigour Manager and Compalints Manager. From April 1998 to June 2010 (12 years 3 months) PRINCE2 Registered Practitioner, Project Management @ PEOPLECERT From 2015 to 2015 King Edward VI From 1996 to 1998 Chris Osborne is skilled in: Retail Banking, Banking, Stakeholder Management, Relationship Management, Credit Cards, Project Delivery, Financial Risk, Financial Services, Portfolio Management, Credit Risk, Customer Experience, Business Transformation, Risk Management, Commercial Banking
Extraversion (E), Intuition (N), Thinking (T), Judging (J)
2 year(s), 11 month(s)
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