Open to opportunities

rupert Peacock

@rupertpeacock

I am a customer obsessed leader who creates environments where we drive change using data and insight to improve products,outcomes, trust and growth.

United Kingdom

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What I'm looking for

I'm seeking a senior role where I can apply CX, operational, and AI capability to improve customer and business outcomes in a fast-moving, regulated environment.

At Chase Bank, I built multi-region customer insight programmes, end-to-end journey orchestration, and a CX data environment supporting the scale-up of Chase UK and Chase Germany. My work contributed to Chase UK being ranked #1 for Overall Service in the February 2025 CMA SQIs.

I use qualitative and quantitative research, Voice of Customer programmes, journey mapping, and real-time performance data to improve products, customer outcomes, resourcing, and cost to serve. I led Qualtrics deployment, implemented LLM analysis of unstructured data, and mapped the performance of 34 key customer journeys in Looker.

Across Freetrade, Metro Bank, and GE Money Home Lending, I’ve led customer operations, complaints, conduct, and transformation programmes. I’ve delivered measurable reductions in complaints and costs, improved NPS and service outcomes, and built teams and governance that make customer-focused change stick.

Experience

Work history, roles, and key accomplishments

Customer Success Lead - Executive Director

Chase Bank

May 2022 - Jun 2025 (3 years 1 month)

Led a multi-region customer success chapter, delivering customer insight programmes, end-to-end journey orchestration, and developing the CX data environment. Supported the rapid scale-up of Chase UK and building out of Chase Germany, contributing to Chase UK being ranked #1 for Overall Service in the Feb 2025 CMA SQIs.

Voice Of Customer Qualtrics Journey Orchestration Looker AI Analysis Customer Insights Consumer Duty Governance