Open to opportunities

Alex Mead

@alexmead

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CX Transformation Leader with 20+ years of experience in service excellence.

United Kingdom

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What I'm looking for

I am seeking a role that allows me to leverage my extensive CX experience to drive transformation and innovation in customer service, ideally within a forward-thinking organization that values data-driven decision-making and customer-centric strategies.

I am a Customer Experience Transformation Leader with over 20 years of experience in driving AI-powered, omnichannel service excellence. My career has been dedicated to scaling contact centers, optimizing BPO operations, and leading high-performance global teams. I am passionate about delivering effortless, digital-first customer experiences that enhance NPS, efficiency, and revenue. My expertise spans from early-stage startups to large-scale multinationals, allowing me to adapt and thrive in diverse environments.

Throughout my career, I have established and scaled numerous CX operations, including a Greenfield BPO operation that grew to over 500 FTEs within a year. I have successfully integrated advanced technologies such as Conversational AI and NLP chatbots, significantly improving operational efficiency and customer satisfaction. My leadership roles at organizations like D360 Bank and Alvarez & Marsal have further honed my skills in CX strategy, innovation, and team development, consistently driving customer retention and service improvements.

Experience

Work history, roles, and key accomplishments

Chief Customer Experience Officer

Total CX (Beyon Group)

Jan 2024 - Apr 2025 (1 year 3 months)

Established and scaled a Greenfield CX BPO operation, building a high-performance team of 500+ FTEs. Designed and launched a state-of-the-art contact centre and AI-powered omnichannel CX strategy, driving 150% revenue growth in the first year.

CX BPO Team Leadership Revenue Contact Centre Design NLP Workforce Optimization

Senior Advisor, Customer Experience Innovation

Alvarez & Marsal

Jan 2019 - Jan 2024 (5 years)

Advised global enterprises on AI-driven CX models and contact centre transformation. Led high-profile CX innovation projects across various sectors, developing AI-powered self-service and predictive analytics to elevate service.

CX BPO Strategies Predictive Analytics Service Elevation

EVP Customer Experience

D360 Bank

Nov 2020 - May 2022 (1 year 6 months)

Led end-to-end CX strategy for a digital challenger bank, implementing Genesys and Oracle CX platforms to create a seamless digital-first banking experience. Built and scaled the CX leadership team and optimized contact centre operations.

CX Digital Banking Genesys Team Building CX Operations Customer Retention

VP Global Consumer Service

Edrington (The Macallan)

Jan 2018 - May 2019 (1 year 4 months)

Defined global sales and service contact centre experiences, establishing linked Group CX teams and increasing NPS by over 25%. Designed omnichannel Salesforce CRM strategies for seamless global interactions.

Salesforce CRM NPS Consumer Protection Plans

Global Customer Service Strategy Leader

International Airlines Group (IAG)

Mar 2014 - Oct 2018 (4 years 7 months)

Led CX transformation for IAG’s global airline brands, delivering significant OPEX savings and NPS improvements. Implemented Salesforce CRM and digital solutions, driving sales growth and reducing service costs.

CX NPS Salesforce CRM Sales Growth Airlines

Global Executive Director of Customer Service

Rentokil Initial PLC

Jan 2010 - Jan 2014 (4 years)

Led a global service team, delivering an AI-powered CX transformation that enhanced efficiency and service delivery. Implemented predictive analytics and proactive customer service automation, achieving significant cost savings.

AI Powered Transformation Predictive Analytics Team Management Service Delivery

VP Customer Service

Ticketmaster / Seatwave

Jun 2008 - Jun 2010 (2 years)

Scaled operations across 12 countries, increasing customer loyalty significantly. Focused on enhancing customer service and operational efficiency.

Team Leadership Customer Engagement Strategy Development Performance Metrics

Director of Global Customer Operations

Nuance / IONOS

Jan 2005 - Jun 2008 (3 years 5 months)

Expanded offshore BPO teams significantly, boosting efficiency and service delivery. Focused on operational excellence and customer satisfaction.

BPO Customer Satisfaction Team Management Service Delivery Customer Operations Leadership

Director of Contact Centres & Customer Relations

Barclays / Prudential

Sep 2001 - Jan 2005 (3 years 4 months)

Oversaw contact centres and customer relations, focusing on service excellence and operational efficiency. Developed strategies to enhance customer interactions.

Customer Service Strategy Development Team Leadership Performance Metrics

Education

Degrees, certifications, and relevant coursework

Southampton University

Bachelor of Science, Computer Systems and Information Engineering

Studied Computer Systems and Information Engineering, focusing on the integration of computer systems and information technology in various applications.