During 2003-10, my customer suffered from highest churn, and worst NPS in the market, and –ve word-of-mouth from customers due to poor customer experience. Poor brand perception became a handbrake for growth.

Leading a cross-functional team of marketing, customer experience, digital, technology and operations professionals, I was accountable to the company board to transform the customer experience.

1. Conducted customer research
2. Developed an NPS driver model based on customer insight
3. Developed Churn propensity model based on customer insight
4. Driven the strategy, roadmap and proactive interventions through Big Data Analytics, a portfolio of customer solutions, customer communications, digital-first customer journeys and team collaboration
5. Implemented customer-centred organisation, customer-centred technology design and customer-centred operations

Improved customer experience of across all customer touchpoints that resulted in 25 ppt uplift in customer Net Promoter Score (NPS), 30% uplift in customer retention and 50% reduction in support calls.

• 3rd party delivery process
• agile delivery
• Brand Development
• architecture
• Business & Operational Analysis
• Business Case
• Business Clarity
• Big Data
• customer experience
• Business Strategy
• collaboration
• channel management
• Marketing
• technical architect
• change management
• stakeholder management
• analytics
• Wireless Networks

• Process Effectiveness & Automation
• BI & Analytics
• Digital Enablement