Culture & Experience Director
I have been in customer experience for 28 years across hospitality & property. I have led across the broad spectrum of customer and employee experience including B2B & B2C, insight & analytics, operations, customer engagement, change culture, employee experience and onboarding, CX training, customer platforms, communications technology. I have worked with teams in both the UK and across EMEA for global businesses and with global and local customers. I sit on the board at Navana Property Group and responsible for creating and embedding our experience led property management service.
We believe you can only deliver value enriching service if you first understand your customer and what is meaningful to them. We then provide the right people and teams, processes, technology to deliver the service. To support the service, deliver our people approach is inclusive and empowered to enable them to deliver a service that is valued by each customer.
Focusing on a positive and inclusive culture and supporting their wellbeing can change an average business into a great business.