Jackie Dyal

Industry-first role embedding authentic customer and colleague voice at board and executive level.

• Partner with C‑suite leaders to challenge bias, strengthen leadership capability, and embed people‑first decision-making.
• Translate complex insight, behavioural data, and lived experience into compelling narratives that shift senior mindsets and drive organisational change.
• Act as the organisation’s “experience conscience,” ensuring decisions reflect colleague impact, emotional drivers, and cultural alignment.
• Identify systemic people blockers and work with leaders to redesign routines, rituals, and ways of working.
• Orchestrate cross-functional teams to remove friction, accelerate innovation, and improve colleague experience across digital, operational, and service environments.
• Influence behaviours and cultural norms to embed a “happy people = happy customers” philosophy.

Led global employee engagement and experience strategy for enterprise clients.

• Partnered with founders and SLT to diagnose organisational pain points and shape transformation priorities.
• Designed and embedded a company-wide CX/EX framework, customer promise, and emotional-driver model that improved NPS, CSAT, and employee health metrics.
• Delivered emotionally resonant people experiences across digital and physical touchpoints.
• Facilitated C-suite workshops to build leadership capability, align behaviours, and strengthen cultural consistency.
• Championed people development, enabling team progression and capability growth.

Expanded reward and recognition delivery by developing partnership frameworks, models, and go-to-market plans.

• Raised partnership readiness by delivering training and facilitation through internal colleague development plans.
• Improved partner continuity by overseeing onboarding transitions into ongoing reward initiatives.

• Supported senior relationship building across Aviva partnership to enhance customer experience.
• Assisted in delivering contractual obligations while optimising sales and improving service quality.
• Coordinated steering committees to foster collaborative efforts across operations.

Led global employee engagement and experience strategy for enterprise clients.

• Partnered with founders and SLT to diagnose organisational pain points and shape transformation priorities.
• Designed and embedded a company-wide CX/EX framework, customer promise, and emotional-driver model that improved NPS, CSAT, and employee health metrics.
• Delivered emotionally resonant people experiences across digital and physical touchpoints.
• Facilitated C-suite workshops to build leadership capability, align behaviours, and strengthen cultural consistency.
• Championed people development, enabling team progression and capability growth.

• Achieved significant growth in employee engagement through strategic employee incentives and salary sacrifice programmes.
• Secured promotion to sales manager role after demonstrating success as key account manager.
• Realised growth in UK sales revenue by effectively managing the sales team and nationwide customer base.
• Expanded customer accounts through leadership of sales professionals, supported by HR-driven employee benefits initiatives.
• Delivered consistent UK direct sales revenue and improved customer retention rates through strategic oversight.
• Optimised business initiatives and CRM processes through effective cross-departmental collaboration.
• Cultivated a culture of people development, leading to enhanced career progression opportunities for team members.

• Achieved enhanced customer satisfaction through effective training of customer-facing teams in RAC call centres.
• Realised improved compliance with brand licensing legislation through targeted education during field visits to car dealerships.
• Delivered significant quality enhancements through strategic end-to-end process reviews within partnerships.
• Drove alignment and progress by facilitating productive steering committee meetings.
• Enabled successful project outcomes through collaboration across functions to meet contractual partnership obligations.
• Advanced partnership effectiveness with RAC Warranty and RAC Inspected Vehicles, ensuring alignment with organisational goals.