About James
About James
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I am a Strategic Customer Experience Leader (XMP, ACXP), expert in directing strategic customer experience programmes through world-class teams and functions to significantly improve customers experiences and deliver business objectives with greater ease. I am a respected and award winning customer experience strategist and business transformation leader, who is renowned for optimising sales, operations, digital and governance activities to link strategic goals with wider business objectives, and create substantial value and ROI.
When Qualtrics’ advocacy program lacked a strategic framework, James re-architected it as a global CX engine at scale. By retiring fragmented legacy assets and implementing a unified, Salesforce-integrated ecosystem, he bridged the gap between customer success and brand growth. This digital transformation streamlined the journey from user mastery to vocal advocacy across the enterprise. Consequently, he doubled the influenced revenue pipeline and tripled program membership, proving that integrated engagement drives exponential business value.
When the Post Office Ltd was radically improving performance and service quality, as Head of Customer Experience, James verified then addressed standards and quality shortfalls. He benchmarked / agreed best practice standards, transformed KPIs framework and leveraged key performance drivers, gained BoD deployment approval, then led implementation, while leveraging insight to deliver key messages. Succeeded in improving CX by +13.9NPS (2018 – 2021), generating YoY improvement of 4.1%, to rank #1 in the UK Customer Service Index.
One of my core skills is running business maturity investigation to leverage findings and create a new targeted prioritised road map and strategy that is designed to drive customer experience improvements, add measurable value and enable organic growth.
One of my core skills is running business maturity investigation to leverage findings and create a new targeted prioritised road map and strategy that is designed to drive customer experience improvements, add measurable value and enable organic growth.
I am passionate about scanning business maturity, sector horizons and customer feedback to ensure that all activities remain constantly aligned and fully optimised to enable longer term growth targets to be met.
Key Skills
Key Skills
Experience Led Growth Strategy
Voice of Customer Integration
Cross Channel CX Leadership
Experience Management Platforms
Strategic Transformation Delivery
Employee Experience Design
Culture & Engagement Uplift
Board Level Influence & Insight
Data Informed Prioritisation Models
Journey Mapping & Optimisation
Digital Experience Adoption Strategy
Governance & KPI Frameworks
Enterprise Wide CRM Expertise
High Impact Team Mobilisation
If you need a list of my qualification areas, you can find them here and to request my CV, please contact me.
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