About James

I delivering Measurable Results

When Qualtrics was creating new structured training programme, as Principal XM Catalyst, I designed new programme. I designed repeatable framework for hybrid masterclasses focusing on key leadership topics,  and incorporated empathy, Agility and CX / EX transformations. Succeeded in training >2,000 professionals, establishing major new service line, to deliver 95% satisfaction rating, while cementing  company's market position and reputation to become key highly respected industry thought leader.

When the Post Office Ltd was radically improving performance and service quality, as Head of Customer Experience, I verified then addressed standards and quality shortfalls. I 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.

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.

If you need a list of my qualification areas, you can find them here and to request my CV, please contact me.