Azin Parsa

• Built a global centralised customer centric function, working with partners within product and operations, to influence product roadmap decision making and to enhance our services based on users' experiences.
• Aligned our activities across operations and products to deliver a great patient experience.
• Created a comprehensive communication mechanism providing deeper, consistent and accessible information on how patients viewed each aspect of our services.
• Steered the Global Customer Feedback Committee, responsible for the ongoing analysis and deep dive of patients' feedback across all live markets. (US,UK & Rwanda)
• Developed a global unified framework and took ownership of the methodologies we used to track, measure and report on product and services experience, allowing us to effectively identify the key service issues that our customers wanted us to address.
• Introduced project review workshops to assess successes and areas to improve for future projects as part of a continuous improvement process.
• Managed the implementation of the customer experience classification platform.
• Established balance scorecard and reports to monitor effectiveness and measure the success of changes.

Enabled the user research team to translate insight into actions.

• Implemented a new sales strategy with stakeholders and analysed the product portfolio offered to clients.
• Established new pricing model for services offered and marketing plan to assist with roll out.

• Achieved 20% revenue growth within 12 months through improving client retention & expanding the client service portfolio.
• Led BV's successful “digital service project” for Costa Coffee.
• Responsible for key client relationships, including Diageo, Kerry Group & Nestlé, maximising revenue streams, plus managing operational and strategic compliance
• Appointed by BV Paris to establish effective project management processes and procedures, including scoping, timelines and costs management, allowing effective pan-European project completions.

Developed go to market plan for the new and niche subsidiary of a leading law firm. This led to the firm winning the Law Society's Excellence in Learning & Development Award 2018.

• Responsible for the operation, revenue growth and global strategic development. Increased income by 50% and doubled the client base in the first year by selling products to more retailers and manufacturers, plus developing bespoke training to fulfil their individual needs.
• Executed multiple commercial projects for key clients including leading UK Retailers such as Tesco, Sainsbury's & Waitrose.
• Increased product efficiency by 30% year on year through the introduction of new programs to help learning and development, plus ensuring increased client acquisition and retention.
• Accountable for communications and relationships with a complex network of key stakeholders
• Rolled out new training & conferences globally, including development of marketing materials and managing the project, team, budgets, and 182 international trainers
• Orchestrated and developed monthly, quarterly and mid-year business reviews with the executive team.
• Responsible for ongoing coaching and support of peers and clients

• Restructured a global Directory Service Programme, transforming it from a loss-making venture into one of the top revenue and profit generators for the organisation.
• Project managed the development of a Directory of Suppliers database for major retailers - involving scoping functionality, sourcing a suitable developer and all contract negotiations.
• Headed up the Training and Directory Services departments, constantly exceeding expectations and budget.
• Accountable for the brand development of the BRC Academy.