New User
@newuser56
I am a Customer Experience Manager transitioning into Customer Success, improving NPS and retention.
United KingdomWhat I'm looking for
I am a Customer Experience Manager with 6+ years in customer service within the motor insurance sector, now transitioning into Customer Success. I lead high-performing teams and focus on aligning business goals with customer outcomes to deliver long-term value.
I have driven measurable improvements in NPS and CSAT by using Zendesk and internal CRM to track trends, delivering data-driven coaching that reduced churn-related complaints and improved revenue. I collaborate with product and development teams to represent the customer voice in key product decisions.
I built onboarding and training programmes to accelerate agent readiness, owned QA and performance metrics, and earned multiple Customer Experience Champion awards. I hold a Level 1 qualification from the Chartered Insurance Institute and welcome remote roles or relocation to continue growing in SaaS customer lifecycle management.
Experience
Work history, roles, and key accomplishments
Customer Experience Team Manager
Policy Expert
Oct 2024 - Present (10 months)
Lead a team of Customer Experience Specialists, driving retention initiatives and using Zendesk/CRM analytics to improve NPS and CSAT. Delivered data-driven coaching that reduced churn-related complaints and decreased revenue loss.
Customer Service Floor Manager
Policy Expert
Oct 2021 - Oct 2024 (3 years)
Owned onboarding and training for new hires and delivered system/process training on Zendesk, improving time-to-proficiency and QA/KPI performance. Designed structured training journeys and acted as first escalation point to resolve agent issues and drive operational excellence.
Customer Relations & Social Media Exec
Policy Expert
Jul 2020 - Oct 2021 (1 year 3 months)
Managed customer relations and social media support, handling escalations, complaint de-escalation, and upselling within the motor insurance sector. Supported channel operations using Amazon Connect, Talkdesk and Zendesk to improve CSAT.
Education
Degrees, certifications, and relevant coursework
CIChartered Insurance Institute
Level 1 Qualification, Insurance
Completed a Level 1 qualification from the Chartered Insurance Institute in 2022.
CGCity & Guilds
Level 3 Qualification, Mechanical Engineering
Completed a Level 3 City & Guilds qualification in Mechanical Engineering in 2018.
SASt John Ambulance
Mental Health First Aider, Mental Health First Aid
Certified as a Mental Health First Aider through St John Ambulance.
Lesmahagow High School
Secondary Education, Secondary Education
Attended Lesmahagow High School for secondary education.
NLNew College Lanarkshire
Further Education, Further Education
Attended New College Lanarkshire; no qualification specified in the provided information.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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