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Customer Architect
Customer Architect
From September 2010 To August 2011
Project Overview
Project Overview
Tasked with delivering a strategic contact reduction program across the Sky customer lifecycle. Simultaneously served as the lead architect for the operational setup of a new contact centre in Stockport, ensuring process consistency and operational readiness.
Key Initiatives
Key Initiatives
Data-Driven Optimization: Conducted deep-dive analysis of customer contact data to prioritize high-impact areas, identifying the critical onboarding window (-10 to +30 days post-go-live) as the highest-reward target for intervention.
Root Cause Strategy: Performed comprehensive Root Cause Analysis (RCA) on identified customer contact drivers, resulting in the development and implementation of targeted operational fixes.
Greenfield Contact Centre Launch: Managed the end-to-end launch of a new contact centre facility in Stockport.
Operational Architecture: Authored all standard operating procedures (SOPs), defined detailed job specifications, and led the training program for the newly onboarded teams.
KPIs
KPIs
Contact Reduction: Successfully identified and addressed friction points in the critical customer onboarding window, directly reducing unnecessary contact volume.
Operational Readiness: Delivered a fully functional, trained, and process-aligned contact centre in Stockport, meeting project launch milestones.
Process Excellence: Established a standardized operational playbook that ensured consistent service quality across the new site.
Skills
Skills
Tools
Tools
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