The business planned to transform the end user experience for all contact centres as part of their overall transformation.

To create the internal communication and engagement activities to support the programme.

• Developed the communication approach, narrative, programme identity and communication plan to engage contact teams.
• Managed the stakeholder plan and engagement with 10 diverse business functions.
• Created launch event material, governance/question process, board packs, infographics along with the vision and story to describe the customer experience.
• Added in the review of materials sent to / share with end users (internal and external) to check how they encouraged customer contact and revised this to encourage self service.

• The contact centre functions were able to work more cohesively to give consistent service to internal and external customers.
• Contact levels reduced.
• The reasons for the changes were clear and the teams adopted the new ways of working.
• Recommendation and endorsement from Programme Director.

• Business Change Management & Communication

• Accelerated Solution Delivery