Gordon Pickering's Email Addresses & Phone Numbers

📖 Summary

I am an accomplished Customer Experience Professional with a passion for delivery and a flair for understanding customers. I have extensive leadership experience in a range of customer experience, project management, operations and customer service roles. I love working in Customer Experience because everybody wins. The company makes more money, employees have more fun, and customers get what they want. And I get to work with great people, solve interesting problems and make a difference.Head of Customer Journeys @ Developing and delivering a customer experience roadmap for Green Flag customers based on analysis of customer feedback, organisational capability and commercial priorities. Focusing the organisation on enhancing key moments of truth around the web purchase journey, policy renewal, breakdown notification and roadside repair. From September 2012 to Present (3 years 4 months) Bromley, United KingdomVP Customer Experience @ Built a team of customer experience specialists and a broader community of customer experience advocates. Leveraged this community to create a customer experience vision and customer journeys maps highlighting key moments of truth. Developed an enterprise-wide initiative roadmap, designed to drive customer advocacy and improve Net Promoter Score. Provided Customer Experience consultancy for critical technology and operations roadmap initiatives, and delivered key customer experience projects: • Overhauling transactional customer communications such as letters, statements, bills and forms • Re-focusing call centre operations to better listen and respond to customer needs • Creating new, value adding customer touchpoints using outbound calls, direct mail and email • Building a new consumer portal to deliver a step change in customers online experience From March 2008 to August 2011 (3 years 6 months) Customer Experience Manager @ As part of a major change programme, led on a portfolio of interventions designed to create a customer centric culture and deliver a consistent and profitable end to end customer experience. Influencing key decision-makers to create of a vision for the whole customer journey: from proposition design, marketing and sales through to customer service and fulfilment. Lead a team of customer experience consultants, working to eliminate customer dissatisfaction and ensure customers are treated fairly using: • a range of customer experience measures • acquisition and analysis of voice of the customer • staff feedback • delivery of small but highly symbolic changes to build momentum and amplify the pressure for change. From April 2004 to March 2008 (4 years) Senior Project Manager @ Delivered a wide range of IT and business change projects with critical business impacts and key benefit deliveries. Projects have included: • Design, build and implementation of a new work management and MI tool, based on balanced scorecard principles, to a user base of 8000 people • Integration of Field Force operations, as part of a post-merger integration programme, migrating 600 people from four bespoke systems onto a single IT platform and implementing a single job planning system • Working with Executives to translate business strategy into an Operational Vision, providing a foundation for the design of a Change Programme and for the business planning process • Leading a team of 10 project and claims specialists in developing a target operating model for the UK claims operation, based on a process specialisation model and the prudent use of available technology • Setting up a specialist claims recoveries unit, removing the recoveries element from mainstream claims process and outsourcing a fast track litigation process From October 1999 to April 2004 (4 years 7 months) Field Force Manager @ Led a team of home-based insurance claims specialists, to control claims costs and deliver excellent customer service. Increased field force productivity through the introduction of new IT and management information systems, the development of innovative work planning methodologies, and the introduction of performance management systems. From May 1997 to October 1999 (2 years 6 months) UK Customer Service Manager @ Full P&L responsibility for the UK Customer Services organisation of one of the world's largest white goods manufacturers, with three revenue streams: spare parts' sales, maintenance contract sales, and appliance servicing. Managing primarily field-based technicians and call centre staff through a period of organisational change, and developed a network of Service Partners, to provide a high quality appliance repair service throughout the rural areas of the UK. From January 1996 to March 1997 (1 year 3 months) BSc(Eng) @ Imperial College LondonMBA @ University of Leeds Gordon Pickering is skilled in: Net Promoter Score, Voice of the Customer, Operations Management, Customer Focus, Customer Experience, Customer Oriented, Management, Sales, Change Management, Call Centers, Project Management, Performance Management, Process Improvement, Team Leadership, Business Planning