• Enterprise CX Strategy & Transformation: Lead the design and evolution of enterprise-wide CX strategies, translating operational and behavioural insights into actionable, ROI-led transformation roadmaps that improve customer outcomes and commercial growth.
• AI & Text Analytics Leadership: Spearheaded the implementation of AI-driven text analytics, NLP, and LLM-based insight models to unify unstructured feedback at scale, enabling proactive sentiment analysis and data-driven decision-making.
• Executive Advisory & Client Growth: Act as a trusted advisor to senior leaders and external blue-chip clients, influencing investment decisions and supporting new business wins by linking experience metrics to growth, retention, and risk reduction.
• Strategic Onboarding & Adoption: Own the end-to-end onboarding and adoption strategies for CX programmes, establishing governance frameworks and success metrics to ensure long-term value realisation and cross-functional accountability.
• Advanced Data Analytics & Tooling: Deliver deep-dive analytical insights using a technical stack including SQL, Python, R-Studio, Alteryx, and Dataiku to drive process enhancements and personalised customer strategies.
• Business Intelligence & Visualization: Utilise Power BI and Adobe Analytics to develop executive-ready dashboards, creating frameworks for business areas to respond agiler to Net Promoter Score (NPS) and customer feedback.
• Regulatory & Retail Expertise: Leverage complex customer data within the retail sector to facilitate superior outcomes in compliance with Consumer Duty regulations, ensuring all strategies are ethically grounded and customer-centric.
• Continuous Optimisation: Drive business profitability through rigorous testing, measurement, and ongoing process optimisation, maintaining clear documentation to facilitate knowledge transfer and team scalability.

• Recognised as a top leader within Legal & General, leveraging strong expertise in products and processes to effectively manage multiple tasks and build lasting relationships with customers and colleagues.
• Played an integral role in establishing the quality team within DC Pensions and implementing a comprehensive testing framework.

• Lead the design and evolution of enterprise-wide CX strategies, translating operational, behavioural, and customer insight into actionable, ROI-led transformation roadmaps.

• Delivered high-quality customer service across complex retirement products, ensuring regulatory compliance and strong customer outcomes.
• Acted as a point of contact for operational issues and supported onboarding and upskilling of new team members.
• Built strong stakeholder relationships and contributed to service improvement initiatives.

• Led sales teams through transformation during ownership change, improving customer satisfaction and operational performance.
• Consistently exceeded KPI targets, achieving average customer satisfaction scores of 94 percent.
• Built customer frameworks, trained junior team members, and supported commercial growth through relationship management and negotiation.

• Managed commercial insurance portfolios, providing tailored solutions and building long-term client relationships.
• Conducted risk assessments and supported business growth through consultative selling and client advisory

CII - Completed IF1 exam 

CIM level 6