$$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Expert
{{ $t($store.state.user.experience_search_name) }}
0
jobs
David Blackburn
David Blackburn
,
Sutton Coldfield
Experience
Other titles
Skills
I'm offering
Senior Leader with over 20 years' experience in multi-national organizations (Utilities and Financial Services) and full-service marketing consultancies.
Passionate about great customer outcomes with track record of setting customer strategy and transforming customer journey's that impact customer & operational commercial results.
Experienced in leading the coordination and delivery of customer experience improvements with channels and business units ensuring performance measurement framework is in place.
Passionate about great customer outcomes with track record of setting customer strategy and transforming customer journey's that impact customer & operational commercial results.
Experienced in leading the coordination and delivery of customer experience improvements with channels and business units ensuring performance measurement framework is in place.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - 2019
job
Senior Customer Strategy & Experience Manager
Npower.
Domestic
Responsibilities
• Accountable for "Home Move" commercial and operational performance
• Leading weekly performance meetings across contact centre, digital and marketing
• Mapping of journeys to identify touchpoint opportunities to improve experience
• Developing business cases for customer experience improvements
• Driving customer journey change and transformation plan (Agile methodology)
• Developing customer segment strategies to drive retention
• Budget holder for home move customer engagement (customer marketing)
Achievements
• Improved contact centre conversion performance by +10% through: simplified scripts (from 20 to 7 steps), model call, agent variance, agent incentivization and product porting
• Reduced online customer drop out and improved conversion +5% through: onshoring of webchat, lead call, removal of online steps, improved tone of voice and product proposal
• Launched bespoke Home Move exclusive tariff's (4% reduction in losses, delivering positive £80K GM / ROI)
• Developed retention strategy for 3rd parties (Capita) for Pre-Pay customers
• Tested new 'Occupier' marketing campaign resulting in uplift in customer contact within first 3 months of home move and reduction in losses
• Tested customer pull strategy for Smart Meter roll out for customers moving home
• Undertook extensive customer insight programme developed and rolled out across Voice Channel overarching Customer Home Move proposition (200+ Agents)
Responsibilities
• Accountable for "Home Move" commercial and operational performance
• Leading weekly performance meetings across contact centre, digital and marketing
• Mapping of journeys to identify touchpoint opportunities to improve experience
• Developing business cases for customer experience improvements
• Driving customer journey change and transformation plan (Agile methodology)
• Developing customer segment strategies to drive retention
• Budget holder for home move customer engagement (customer marketing)
Achievements
• Improved contact centre conversion performance by +10% through: simplified scripts (from 20 to 7 steps), model call, agent variance, agent incentivization and product porting
• Reduced online customer drop out and improved conversion +5% through: onshoring of webchat, lead call, removal of online steps, improved tone of voice and product proposal
• Launched bespoke Home Move exclusive tariff's (4% reduction in losses, delivering positive £80K GM / ROI)
• Developed retention strategy for 3rd parties (Capita) for Pre-Pay customers
• Tested new 'Occupier' marketing campaign resulting in uplift in customer contact within first 3 months of home move and reduction in losses
• Tested customer pull strategy for Smart Meter roll out for customers moving home
• Undertook extensive customer insight programme developed and rolled out across Voice Channel overarching Customer Home Move proposition (200+ Agents)
Marketing, Customer experience, Agile, Budget, ROI, Transformation, Retention, Business cases, Campaign, Online, Agent, Manager
2011 - 2014
job
Head
Barclays Bank.
Business
Responsibilities
• Lead & inspired a team of 5 with responsibility for customer advocacy
• Worked with Snr Stakeholders to scope and deliver high impact initiatives for key processes (Inc. Account Opening, Lending, FX, Digital and Complaints)
• Lead customer journey mapping programmes, managed cross functional / matrix teams, creating, owning and monitoring progress on action plans
• Set KPI measurement framework & presented monthly updates to Business Council (NPS, complaints, engagement and retention), calling out where performance is on track/off track against targets (with recommendations on improvements)
• Acted as the voice of the customer in design and delivery of new customer initiatives (e.g. new Current Account proposition)
Achievements
• Successfully embedded customer journey mapping as a framework for sharing ways of working across Barclays Business, Premier and Insurance business units
• Aligned Ops metrics / KPI's to create coherent view of customer performance
• 8-point uplift in strategic customer satisfaction (SSI) in 18 months, uplifts in NPS and 20% reduction in complaints year on year for Business Banking
• Embedded NPS across 8 processes and set up monthly action planning groups engaging process owners and frontline relationship teams
• Identified commercial value of customer advocacy (and by customer segment)
• Created best practice approach to customer experience improvement
• Embedding NPS customer verbatim analysis & feedback mechanism 'close the loop' (supporting colleague training and customer innovation agenda)
• Led customer experience design and execution of "7-day Account Switching"
Responsibilities
• Lead & inspired a team of 5 with responsibility for customer advocacy
• Worked with Snr Stakeholders to scope and deliver high impact initiatives for key processes (Inc. Account Opening, Lending, FX, Digital and Complaints)
• Lead customer journey mapping programmes, managed cross functional / matrix teams, creating, owning and monitoring progress on action plans
• Set KPI measurement framework & presented monthly updates to Business Council (NPS, complaints, engagement and retention), calling out where performance is on track/off track against targets (with recommendations on improvements)
• Acted as the voice of the customer in design and delivery of new customer initiatives (e.g. new Current Account proposition)
Achievements
• Successfully embedded customer journey mapping as a framework for sharing ways of working across Barclays Business, Premier and Insurance business units
• Aligned Ops metrics / KPI's to create coherent view of customer performance
• 8-point uplift in strategic customer satisfaction (SSI) in 18 months, uplifts in NPS and 20% reduction in complaints year on year for Business Banking
• Embedded NPS across 8 processes and set up monthly action planning groups engaging process owners and frontline relationship teams
• Identified commercial value of customer advocacy (and by customer segment)
• Created best practice approach to customer experience improvement
• Embedding NPS customer verbatim analysis & feedback mechanism 'close the loop' (supporting colleague training and customer innovation agenda)
• Led customer experience design and execution of "7-day Account Switching"
Design, Innovation, Training, Customer experience, Embedded, Banking, Retention, KPI, Insurance, Monitoring, Framework, LED, Processes, UP
2010 - 2011
job
Interim Role(s)
Quadrangle & Your Future.
Interim
2010 - 2010
job
Interim Role
Nunwood Consulting.
• Category innovation for Akzo Nobel (ideation, customer planning and research)
• Developed customer rewards proposition for Lloyds Bank
• Extensive new business success - Bank of America, Tesco Bank, Nationwide & AXA
• Set up new insight activation programme for clients, to engage senior internal stakeholders ensuring project alignment with strategic business requirements
• Developed customer rewards proposition for Lloyds Bank
• Extensive new business success - Bank of America, Tesco Bank, Nationwide & AXA
• Set up new insight activation programme for clients, to engage senior internal stakeholders ensuring project alignment with strategic business requirements
Innovation, Research, Interim, UP
2005 - 2010
job
Proposition & Insight Manager
Capital One Bank.
Responsibilities
• Lead end to end proposition development, managed cross functional stakeholders ensuring integrity of consumer proposition is maintained
• Analysis of internal and external data sources, to identify consumer 'unmet needs' and prioritize tasks to improve customer experience
• Managed external vendors relationships ensuring delivery of insight that drives business decisions
• Worked with senior stakeholders to develop a customer centricity framework
Achievements
• Instrumental in developing and embedding a workable segmentation resulting in change of strategy to target 3 new customer groups
• Took to market 'progress' card proposition for credit impaired segments
• Identified size of opportunity for a small business credit card and developed proposition through to marketing and launch
• Developed 'vital signs' framework of a consumer centric business, ensuring consistent understanding of the consumer - leading to changes in operational approaches for customer contact strategy and letters (debt recovery)
• Introduced voice of customer programme for over 200 employees - leading to changes in online marketing strategy and operations team
• Lead end to end proposition development, managed cross functional stakeholders ensuring integrity of consumer proposition is maintained
• Analysis of internal and external data sources, to identify consumer 'unmet needs' and prioritize tasks to improve customer experience
• Managed external vendors relationships ensuring delivery of insight that drives business decisions
• Worked with senior stakeholders to develop a customer centricity framework
Achievements
• Instrumental in developing and embedding a workable segmentation resulting in change of strategy to target 3 new customer groups
• Took to market 'progress' card proposition for credit impaired segments
• Identified size of opportunity for a small business credit card and developed proposition through to marketing and launch
• Developed 'vital signs' framework of a consumer centric business, ensuring consistent understanding of the consumer - leading to changes in operational approaches for customer contact strategy and letters (debt recovery)
• Introduced voice of customer programme for over 200 employees - leading to changes in online marketing strategy and operations team
Marketing, Online Marketing, MArketing Strategy, Customer experience, Development, Online, Framework, Manager
2004 - 2005
job
Research Director
One MS.
Research
2000 - 2004
job
Senior Planner
unknown.
1997 - 1999
job
Snr Researcher
HPI Research Group.
Researcher
1996 - 1996
job
Jnr Researcher
ORC International.
Researcher
My education
1994
-
1995
Aston Business School
MSc, Personnel Management & Business Administration
MSc, Personnel Management & Business Administration
1991
-
1994
Loughborough University
Bachelors, European Politics
Bachelors, European Politics
1985
-
1991
n/a
Secondary, Levels & 8 GCSE's Bishop Vesey's Grammar
Secondary, Levels & 8 GCSE's Bishop Vesey's Grammar
David's reviews
David has not received any reviews on Worksome.
Contact David Blackburn
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to David directly in Worksome.
are ready to help you
and get specific bids from skilled talent in Denmark