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jobs
Digital Strategy, Engagement & Marketing
Ben Kay
,
Wokingham, United Kingdom
Experience
Other titles
Skills
I'm offering
Having spent the majority of my career working with some of the biggest brands in the world, there has been a core thread running throughout. The use of digital technology to engage, interact and support customers with the tasks they want to undertake, and the opportunity to engage with them to build positive relationships.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
freelance
Consultant
benkay.digital.
Building an independent consultancy business focussed on helping clients build meaningful and value creating relationships with their customers. Starting by building a clear insight led customer strategy and defining practical steps using, data, digital and creativity to realise benefits on short, medium and long term basis. Projects include:
• International Pharmaceuticals Brand - Building a global marketing training and best practice capability
• Market Leading Telecommunications Company - Building and delivering a digital transformation programme, across e-commerce, customer service and customer engagement
• International Pharmaceuticals Brand - Building a global marketing training and best practice capability
• Market Leading Telecommunications Company - Building and delivering a digital transformation programme, across e-commerce, customer service and customer engagement
Marketing, Digital transformation, Training, E-commerce, Customer service, Service, Transformation, Global Marketing, International, Creativity, LED
2017 - 2019
job
Director of Brand, Marketing & Digital, Thames Water
BBC Countryfile Live, Notting Hill Carnival, and Ride London.
Led the setting and delivery of Thames Water's customer digital vision to fundamentally redesign how the company engaged and interacted with the public. Redefining the experience across all customer touchpoints, maximising the opportunity that existing, and emerging digital channels present, as well as the integration of existing and legacy channels to provide a seamless experience for customers.
• Repositioned the Thames Water brand which included how customers interact with the organisation, established cleared brand purpose, and integrated effective marketing communications to shift understanding of water, behavioural change and a signification improvement in external perception.
• Implemented a comprehensive digital and omni-channel transformation programme that improved customer experience and 80% channel shift and created a platform for active engagement.
• Built, managed and developed a high performing team of professionals (from 6 growing to 34), to deliver on engagement and digital strategies to drive customer advocacy and a platform for a fundamental shift in customer experience.
• Spearheaded engagement campaigns that successfully built relationship and behavioural change and positively impacted NPS, operational metrics, outperforming industry metrics.
• Engaged audiences through key brand campaigns, initiatives and partnerships across the region which included Bin It Don't Block It, and brand activations at BBC Countryfile Live, Notting Hill Carnival, and Ride London.
• Developed key relationships and worked in collaboration with the Mayor of London on a £6m partnership to install free drinking water fountains across London.
• Developed and integrated a 5 year programme that will educate 5 million school age children on the value of water.
• Led and successfully delivered a complete overhaul of the crisis communications plan which included operating procedures that focused on providing relevant, timely, accurate and valuable information to customers across channels, in a timely, consistent manner, utilising the opportunity of using digital platforms to maximise reach and timeliness. Significantly improved customer satisfaction and reduced operating costs.
• Developed key relationships and partnerships with national, trade, and local media outlets, MP's, community organisations, and local government such as BBC, BBC Countryfile, and the Mayor of London.
• Repositioned the Thames Water brand which included how customers interact with the organisation, established cleared brand purpose, and integrated effective marketing communications to shift understanding of water, behavioural change and a signification improvement in external perception.
• Implemented a comprehensive digital and omni-channel transformation programme that improved customer experience and 80% channel shift and created a platform for active engagement.
• Built, managed and developed a high performing team of professionals (from 6 growing to 34), to deliver on engagement and digital strategies to drive customer advocacy and a platform for a fundamental shift in customer experience.
• Spearheaded engagement campaigns that successfully built relationship and behavioural change and positively impacted NPS, operational metrics, outperforming industry metrics.
• Engaged audiences through key brand campaigns, initiatives and partnerships across the region which included Bin It Don't Block It, and brand activations at BBC Countryfile Live, Notting Hill Carnival, and Ride London.
• Developed key relationships and worked in collaboration with the Mayor of London on a £6m partnership to install free drinking water fountains across London.
• Developed and integrated a 5 year programme that will educate 5 million school age children on the value of water.
• Led and successfully delivered a complete overhaul of the crisis communications plan which included operating procedures that focused on providing relevant, timely, accurate and valuable information to customers across channels, in a timely, consistent manner, utilising the opportunity of using digital platforms to maximise reach and timeliness. Significantly improved customer satisfaction and reduced operating costs.
• Developed key relationships and partnerships with national, trade, and local media outlets, MP's, community organisations, and local government such as BBC, BBC Countryfile, and the Mayor of London.
Marketing, Customer experience, Integration, It, Transformation, Community, Organization, Redesign, Performing, LED
2014 - 2017
job
Digital Transformation Leader
IBM.
Developed outstanding business and digital practices to lead the global consulting practice; engaged with clients, internal stakeholders and industry experts on the evolution of digital and social as critical tools to help reinvent organisation and achieve commercial objectives.
• Conducted consistent evaluations on markets/trends and aligned solutions with objectives to lead social customer experience.
• Established IBM as a critical partner in all aspects of digital and social experience with focus on developing business with existing clients and drive new business development; through consultative sales approach influenced $10m signings.
• Integrated global initiatives to reposition IBM as digital partners of choice with existing client base resulting in >$1m revenue in existing client base across portfolio of industries and global markets.
• Recognised as the "go to" expert; leveraged industry expertise to consult and advise on strategic direction and integrate long term growth and visions.
• Positioned as IBM's leading voices on social and digital technologies; chosen to speak at IBM and industry events, and led numerous design workshops with clients as the 'Design Thinking' facilitator.
• Conducted consistent evaluations on markets/trends and aligned solutions with objectives to lead social customer experience.
• Established IBM as a critical partner in all aspects of digital and social experience with focus on developing business with existing clients and drive new business development; through consultative sales approach influenced $10m signings.
• Integrated global initiatives to reposition IBM as digital partners of choice with existing client base resulting in >$1m revenue in existing client base across portfolio of industries and global markets.
• Recognised as the "go to" expert; leveraged industry expertise to consult and advise on strategic direction and integrate long term growth and visions.
• Positioned as IBM's leading voices on social and digital technologies; chosen to speak at IBM and industry events, and led numerous design workshops with clients as the 'Design Thinking' facilitator.
Growth, LED, Social, Go, Direction, Organization, Development, Facilitator, Transformation, Design, Workshops, Sales, Consulting, Customer experience, Digital transformation, Design thinking, Business development
2013 - 2014
job
Head of Digital Strategy & Social, EE
unknown.
Delivered outstanding results leading strategic direction for all digital interaction points across the customer lifecycle; maximised the commercial return to the business with highest focus on the digital customer experience.
• Developed and launched a ground breaking digital customer experience that covered desktop, mobile, app, and social elements to support the launch of EE.
• Positioned in leadership role to develop an overarching Digital Infrastructure Strategy and business case to secure £25m investment and a 2 year delivery programme.
• Successfully increased traffic to the EE community by 200% through programme of traffic generation activities and delivered £2.4m OPEX savings, 2014 up from £0.5m, 2013.
• Created and delivered the 'Social Hub' EE's physical social command centre that provided real-time social insights to the organisation, to drive better, faster decision making. http://vimeo.com/63160747
• Increased incremental sales of 10% through the use of real-time social insights and applied effective crisis management, significantly reducing the reputational risk impact.
• Developed and launched a ground breaking digital customer experience that covered desktop, mobile, app, and social elements to support the launch of EE.
• Positioned in leadership role to develop an overarching Digital Infrastructure Strategy and business case to secure £25m investment and a 2 year delivery programme.
• Successfully increased traffic to the EE community by 200% through programme of traffic generation activities and delivered £2.4m OPEX savings, 2014 up from £0.5m, 2013.
• Created and delivered the 'Social Hub' EE's physical social command centre that provided real-time social insights to the organisation, to drive better, faster decision making. http://vimeo.com/63160747
• Increased incremental sales of 10% through the use of real-time social insights and applied effective crisis management, significantly reducing the reputational risk impact.
Infrastructure, Vimeo, UP, Social, Direction, Http, App, Organization, Community, Digital Strategy, Support, Crisis management, Business Case, Sales, Management, Leadership, Customer experience
2011 - 2012
job
Head of Self Service
Digital Strategy & Adoption.
Developed strategies and managed online strategy across all digital channel touchpoints to drive a consistent experience and delivered benefits to the organisation and shareholders. Held responsibility to secure and manage CAPEX/OPEX funding for the realisation of long term service strategy.
• Facilitated market assessments and utilised predictive analytics to analyse trends and deliver short and long term Key Performance Indicators (KPIs).
• Led direction on integration of social media strategies that drove demonstrable commercial returns, and directed the adoption of digital service channels across the organisation.
• Facilitated market assessments and utilised predictive analytics to analyse trends and deliver short and long term Key Performance Indicators (KPIs).
• Led direction on integration of social media strategies that drove demonstrable commercial returns, and directed the adoption of digital service channels across the organisation.
Social Media, Social media strategies, Integration, Analytics, Service, Predictive Analytics, Organization, Online, Direction, Social, LED
2008 - 2010
job
Head of Service Access Strategy
unknown.
Orange, UK
Service
2006 - 2008
job
Senior Customer Experience Manager (PAYG)
unknown.
Orange, UK
Customer experience, Manager
2003 - 2005
job
Customer Experience Manager
unknown.
Hutchinson 3G, UK
Customer experience, Manager
2001 - 2003
job
Marketing Programmes Manager
Research In Motion (BlackBerry).
UK
Marketing, Manager
My education
Liverpool John Moores University
BSc, Business Information Systems 2
BSc, Business Information Systems 2
Nine Mile Ride Primary School Governing Body
N/a, N/a
N/a, N/a
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