I am seasoned Customer Experience Professional with over 20 years experience having worked in different industries as a senior manager. I have worked in Electricity distribution, SOE's, Motor Industry, Telecommunications, Pay TV and the express Courier industry. Although customer needs and expectations have evolved over the years, the core remains the same when it comes to service, customers expect a fast, friendly, reliable service at their convenience. These 4 pillars have remained my focus areas throughout my career. My core competencies are: • Customer Experience Strategy Design & Execution • Customer Journey mapping • Voice of the Customer analysis including NPS • Continuous Improvement methodologies • People Development and Management • Change Management. • Financial Management • Project Management • Contact Centre Implementation • Quality Management • Negotiation & Relationship Building