I passionately believe that the customer experience is the only enduring source of competitive advantage available to organisations today and that they can only realise this opportunity through the systematic design, engineering and execution of cross channel people, process and technology change that is informed by a deep understanding of customer need. I have a consistant track record of creating the strategic framework to manage this task as well as identifying, shaping, driving and implementing innovative and pragmatic solutions at operational and strategic levels within it.
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