Doug Lord

doug lord

United Kingdom

Bio Summary

I am a passionate Customer Champion who loves creating the balance of a happy team with intuitive tech providing great service, whilst constantly improving what great service means. I thrive in high-paced, high-personality environments and am never happier than when I am engaging disparate teams around a collective and inspiring vision.

Employment History

Whitbread

Head Of Customer Experience And Insight

Whitbread

August 2016 - January 2022

Luton, UK

Built and led a team of 235 delivering great service to 1.2m Customer contacts and £55m sales annually. Designed and delivered a Customer lead strategy that increased CSAT 40% and reduced refunds by £18m (50%) and establish ...see more
Severn Trent

Customer Transformation Director

Severn Trent

January 2015 - April 2016

Coventry, UK

Responsible for defining and delivering a change portfolio to meet strategic digital vision in to a highly complex operation with a team of 22 high performing project managers.
Lord Consulting Ltd

Founder Director

Lord Consulting Ltd

August 2013 - January 2015

United Kingdom

Supported companies such as Standard Life and NHS 111 delivering sustainable operational efficiency.
Deloitte

Senior Manager

Deloitte

August 2011 - August 2013

United Kingdom

Member of Deloitte's retail banking leadership team; responsible for leading the customer migration proposition. Supported delivery of 24 month transformation program for Clydesdale bank, achieving 40% sustainable cost reduct ...see more
Accenture

CRM Manager

Accenture

August 2008 - August 2011

United Kingdom

Customer service transformation manager, leading projects across multiple sectors and disciplines. Led successful £10m operational migration and integration program merging two disparate Barclays financing businesses within ...see more
Catalyst Consulting

Senior Consultant

Catalyst Consulting

November 2005 - August 2008

United Kingdom

Call Centre Planning and Transformation SME serving all sectors with significant roles undertaken for O2 and Vodafone as well as Cooperative bank and several public sector entities.
Barclays

COO Planning Manager

Barclays

April 2002 - November 2005

Northampton, UK

Managed relationship between business demand and operational capacity to inform and support the board's strategic agenda.
MindpearlGroup

Senior Analyst

MindpearlGroup

August 2001 - April 2002

London, UK

Resource planning for global follow-the-sun outsourcer with 16 languages across 6 virtual centres Instrumental in major post 9/11 streamlining; reducing annual costs by £2m. Undertook global agent productivity assessment iso ...see more
Vertex

Planning Manager

Vertex

December 2000 - August 2001

Swindon, UK

Led rollout of enhanced Aspect eWFM functionality with real-time planning and schedule allocation Refined client commercials procedure, utilising eWFM to optimise profitability and service delivery Reduced scheduling ineffic ...see more
Vodafone

WFM Analyst

Vodafone

June 1998 - December 2000

Banbury, UK

Responsible for contact forecasting and staff scheduling for 3 contact centres with 800 seats Key in the deployment of TCS WFM system including set-up, user training and technical support

Education

Bachelor's in Business Administration/Management

Nottingham Trent

1995

Language Skills

Country Experience

United Kingdom Germany

Skills

Business

Business Process Management,

Business Process Outsourcing,

Continuous Improvement,

Operational Excellence,

Service Operations,

Change & Implementation,

Transformation Management Office,

Benefit Realization,

Dashboard Development,

Strategy Execution,

Project Management,

Interim Management,

Business Continuity,

Business Case,

Corporate Strategy,

Operating Model

Finance

Portfolio Management

Education and Training

Program Management

Marketing and Public Relations

Crisis Management