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Customer Experience and Digital Consultant expert
Martin Wright
,
BATH, United Kingdom
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Martin is a leader in the field of Customer Experience. He helps organisations develop CX strategy and to turn that strategy into reduced cost to serve, improved customer conversion, higher lifetime value and increased recommendation.
He founded Customer Journey Consultancy and the CX Best Practice Exchange and worked as a Consultant and Interim CX Leader for organisations that include AXA Wealth, SKY, Canada Life, HomeServe, Aplan, ASRA Housing, L&Q Housing and Wolseley.
His key skills are Customer Experience Management, Digital Transformation, Marketing Strategy, Team Leadership and Senior Stakeholder Management.
Recent projects have included:
• Helping AXA Wealth develop a CX Strategy and building and leading a new high performance CX Team to deliver that strategy
• Developing and launching a digital self-service platform for a major Housing provider
• Leading marketing teams within Nationwide, RIAS Insurance, Travelscope and HPI (subsidiary of Aviva).
He founded Customer Journey Consultancy and the CX Best Practice Exchange and worked as a Consultant and Interim CX Leader for organisations that include AXA Wealth, SKY, Canada Life, HomeServe, Aplan, ASRA Housing, L&Q Housing and Wolseley.
His key skills are Customer Experience Management, Digital Transformation, Marketing Strategy, Team Leadership and Senior Stakeholder Management.
Recent projects have included:
• Helping AXA Wealth develop a CX Strategy and building and leading a new high performance CX Team to deliver that strategy
• Developing and launching a digital self-service platform for a major Housing provider
• Leading marketing teams within Nationwide, RIAS Insurance, Travelscope and HPI (subsidiary of Aviva).
Markets
United States
United Kingdom
Germany
(Remote
only)
Lithuania
(Remote
only)
Denmark
(Remote
only)
Norway
(Remote
only)
Sweden
(Remote
only)
Finland
(Remote
only)
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - ?
freelance
CX consultant; multiple
L&Q, Riverside, Magenta, GreenSquare, Settle, asra.
2016 - Current CX consultant to multiple Social Housing organisations.
Martin has delivered a wide range of CX and digital transformation projects to over 7 Social Housing organisations including L&Q, Riverside, Magenta, Selwood, GreenSquare, Settle and Alliance Housing.
Projects have included including channel migration, Customer Journey Mapping of a wide range of services from ASB, to Lettings and Rents. He has also conducted a root and branch review of customer expectations, developed Personas, multiple digital strategies and a service strategy.
Martin has delivered a wide range of CX and digital transformation projects to over 7 Social Housing organisations including L&Q, Riverside, Magenta, Selwood, GreenSquare, Settle and Alliance Housing.
Projects have included including channel migration, Customer Journey Mapping of a wide range of services from ASB, to Lettings and Rents. He has also conducted a root and branch review of customer expectations, developed Personas, multiple digital strategies and a service strategy.
Digital transformation, Service, Transformation, CX, Social
2012 - ?
job
Founder
Customer Journey Consultancy.
CJC is a consultancy specialising in multi-channel customer experience and digital transformation. It provides insight, strategy, design and transformation delivery for clients that include SKY, Canada Life, Stannah and University of Surrey.
Design, Digital transformation, Customer experience, It, Transformation, Founder
2016 - 2017
freelance
Customer Experience Consultant
HomeServe.
HomeServe have over 500 engineers providing nationwide breakdown cover for Boilers, Pipes, Drains and electrical supply. They are on a long road to recovery from a low in 2010 when they received the largest fine ever from the FCA for misselling. Their mission is to become the UK's No. 1 Home Services business providing an effortless customer experience. They retained Martin and his team to develop a CX strategy and a three year roadmap to deliver it. The work included helping to define the internal resource required for the job and to create cross-functional alignment behind the plan. HomeServe are currently recruiting an internal CX team who Martin and his team will mentor and support through the project.
Customer experience, Mentor, It, Support, CX
2015 - 2016
freelance
Interim Digital Transformation Programme Lead
asra housing association.
Due to a change in legislation asra needed to dramatically reduce the cost to serve. It reduced the workforce by some 25% and set a goal to shift 30% of all customer transactions online within 18 months. Martin was retained to help them achieve this. He reviewed their capability and existing digital offering, created alignment behind a new digital development roadmap, worked with functional teams to redesign offline services for an online self-service environment and acted as critical friend and customer champion through the web build process. With 6 months the team had developed a new mobile responsive self-service web site. Users gave the new platform 8 out of 10, used the site more than twice a month on average and said they would definitely recommend it to neighbour including those less confident with the web.
Digital transformation, Transformation, Development, Web, Redesign, Responsive, Interim, Online
2014 - 2016
freelance
Digital transformation consultant
Wolseley UK.
Wolseley are the worlds' largest provider of plumbing equipment and parts with 700 branches in the UK alone. Working for the Director of Multichannel Martin and his team from CJC lead a project to understand what Wolseley needed to do differently to get more customers to trade digitally.
In the Client's words we helped them "understand how we could further improve our multichannel offering to our customers" and "to confirm and prioritise our customers' needs by segment and the strengths and weaknesses of our current multichannel customer experience" and to "re-design key aspects of our online journey".
In the Client's words we helped them "understand how we could further improve our multichannel offering to our customers" and "to confirm and prioritise our customers' needs by segment and the strengths and weaknesses of our current multichannel customer experience" and to "re-design key aspects of our online journey".
Design, Digital transformation, Customer experience, Transformation, Online
2014 - 2014
freelance
Marketing Consultant
A-Plan Insurance.
Martin helped this Private Equity backed business to increase the speed of growth through a significant increase in marketing spend to maximise shareholder value. He developed a strategy and business case, helped the company select and manage new suppliers mentored the young marketing team during implementation.
Marketing, Business Case, Growth, Implementation
2012 - 2013
freelance
Interim Head
AXA Wealth.
Interim Head of Digital and Customer Experience; AXA Wealth
Martin was retained to help AXA Wealth restructure its marketing department, reduce cost and improve delivery. He helped implement a new structure that reduced the marketing team from 113 to 45 with a new Digital and Customer Experience team at its heart that Martin recruited and led. The new team delivered a dramatic improvement in digital performance and bought the customer into the heart of business decision making. Achievements included:
• The 2013 'Top Platform Choice for Advisers' and 'Top choice for advisers looking for a platform' (Money Marketing)
• Sales increased by 98% on the previous year
• Launched a new web site and tools; increase web traffic by 32%.
• Launched a D2C paperless wrap platform service
• Negotiated significant changes to the development pipeline
Martin was retained to help AXA Wealth restructure its marketing department, reduce cost and improve delivery. He helped implement a new structure that reduced the marketing team from 113 to 45 with a new Digital and Customer Experience team at its heart that Martin recruited and led. The new team delivered a dramatic improvement in digital performance and bought the customer into the heart of business decision making. Achievements included:
• The 2013 'Top Platform Choice for Advisers' and 'Top choice for advisers looking for a platform' (Money Marketing)
• Sales increased by 98% on the previous year
• Launched a new web site and tools; increase web traffic by 32%.
• Launched a D2C paperless wrap platform service
• Negotiated significant changes to the development pipeline
Marketing, Customer experience, Sales, Service, Development, Web, Interim, LED
1986 - 2012
job
Account Executive to Founder
Direct Marketing Agencies.
Martin has worked at several Marketing Agencies
• Martin Wright Associates - Founder
• Drayton Bird Partnership - New Business Partner
• Payne Stracey Direct Advertising - Group Account Director
• MCP Finance Direct - Head of Account Management
• Martin Wright Associates - Founder
• Drayton Bird Partnership - New Business Partner
• Payne Stracey Direct Advertising - Group Account Director
• MCP Finance Direct - Head of Account Management
Marketing, Advertising, Account management, Management, Finance, Business Partner, Founder
2011 - 2011
freelance
CX Consultant
HBOS General Insurance.
Martin led a major customer journey mapping project analysing customer behaviour through all channels; online, branch, web, call centre and claims and service. 11 changes were adopted capable of delivering 15% incremental revenue.
Service, Web, CX, Online, LED
2009 - 2010
job
Interim Head of Marketing
RIAS Insurance.
For 18 months Martin lead the Web, Acquisition, Retention, Cross Sales and Production teams on an interim basis; managing 14 people and an £12M budget.
Marketing, Budget, Sales, Retention, Web, Production, Interim
2010 - 2010
job
Interim Head of Customer Contact Strategy
Nationwide Building Society.
Martin was retained to develop a Direct Marketing Contact Strategy spanning all products, customer segments and media (online, mail and telephone) and to strengthen the Direct Marketing function at Nationwide following a restructure.
Marketing, Direct marketing, Interim, Online
2006 - 2007
job
Interim Marketing Director
Travelscope.
Martin was appointed by the UK's largest provider of world-wide escorted tours to lead and restructure its 36 strong marketing department. He improved productivity, reduced production costs by 35% and lunched a new website that doubled online traffic and revenue
Marketing, Website, Production, Interim, Online
2005 - 2006
job
Interim Marketing Director; HPI (Aviva)
unknown.
HPI was acquired by Aviva in 2005 and Martin was retained as Marketing Director to improve their digital consumer offering and strengthen and reconfigure its marketing output.
He redesigned multiple websites, implemented a CRM system on time and on budget, re-launch the HPI consumer and trade brands, turned a 3-year decline in consumer sales into a 57% sales growth plus maintained the company's number one B2B market position and delivered on target profitability
He redesigned multiple websites, implemented a CRM system on time and on budget, re-launch the HPI consumer and trade brands, turned a 3-year decline in consumer sales into a 57% sales growth plus maintained the company's number one B2B market position and delivered on target profitability
Marketing, CRM, Websites, B2B, Budget, Sales, Growth, Interim
2003 - 2004
job
Interim Sales & Marketing Director; I Want One
Those.com.
To help the UK's largest online gadgets retailer prepare for sale Martin restructured the marketing department, implemented a new marketing strategy and oversaw all sales and marketing activity during their peak season. YOY sales increased by 40%
Marketing, MArketing Strategy, Sales, Interim, Online
2000 - 2002
job
Interim Sales & Marketing Director
RedEye International.
Martin was retained to develop an effective sales and marketing team and process for this leading web analytics provider to prepare for second round funding.
Marketing, Analytics, Sales, Web, Interim
My education
2003
-
2005
University of Bath
MBA, N/a
MBA, N/a
1982
-
1985
Liverpool University
Bachelors, Marine Biology
Bachelors, Marine Biology
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