Jon Phillips

• Contribute to strategic decision-making as part of the founding team, influencing business model design, go-to-market strategy, and operational structure.
• Drive the planning, execution, and delivery of core projects across product development, operations, and technology within a fast-paced start-up environment.
• Define and document business requirements in collaboration with stakeholders, ensuring alignment with regulatory standards and customer experience goals.
• Establish and optimise operational processes, from policy issuance to claims handling, creating scalable frameworks for growth.
• Oversee vendor selection and management, support in the negotiating of contracts and ensuring timely delivery of systems and services.
• Lead cross-functional teams, coordinating efforts across underwriting, compliance, technology, and customer service functions.
• Implement agile project management methodologies, driving iterative development and rapid go-to-market execution.
• Monitor and report on key project milestones, managing risks and ensuring delivery within scope, budget, and timelines.

• Lead end-to-end business transformation projects, delivering measurable improvements in operational efficiency, customer experience, and cost optimisation across multiple sectors.
• Scope, design, and implement CRM strategies, ensuring alignment with business goals and avoiding common integration pitfalls.
• Facilitate requirements gathering workshops with stakeholders to define business rules, operational processes, and success metrics.
• Deliver omnichannel contact centre solutions, optimising engagement across voice, digital, and social channels.
• Advise C-level executives on best practices for service excellence, leveraging data-driven insights to improve performance and ROI.
• Oversee project delivery teams, ensuring timely completion of milestones while maintaining quality standards and client satisfaction.
• Provide post-implementation support and optimisation, helping organisations adapt to evolving customer needs and technology.
• Develop and deliver training programmes to ensure seamless adoption of new systems and processes by frontline teams.

Strategic Development and Consultation:

• Delivered expert advice on employee development and business growth strategies with a focus on enhancing customer service excellence.
• Advised global retail companies on optimising customer service delivery and provided insights into international market trends.
• Guided the development of industry-specific Intellectual Property and recommended service enhancements using solutions like Zendesk.
• Assisted clients in framing customer service challenges and developing strategic roadmaps for superior service delivery.

Client Engagement and Operational Efficiency:

• Provided ongoing strategic support to foster strong client relationships and adapt to evolving service needs.
• Offered guidance on leveraging data for decision-making, process optimisation, and performance measurement, recommending solutions to enhance efficiency and track performance.

Policy Expert - a leading UK-based insurance provider serving over 1.5 million customers with tailored solutions.

Migration Project: Start-Up Pet Insurance Systems and Processes

• Led the successful launch and expansion of a new Pet Insurance product communications platforms by designing and implementing innovative systems and processes.
• Directed the migration from a legacy omnichannel platform to an advanced enterprise solution, enhancing operational efficiency through the integration of improved workflows.
• Achieved significant improvements in customer satisfaction, contributing to higher retention rates and elevated satisfaction scores.

System Analysis and Optimisation

• Conducted a comprehensive analysis of current systems , Zendesk, Respond, Talkdesk and Social media platform used for operations and lead generation workflows, including a detailed understanding of their backend build and purpose.
• Evaluated and compared existing systems with off-the-shelf and custom-built solutions to identify areas for optimisation and determine the most effective systems for enhancing business processes and efficiency.

Migration of CRM Platforms In-House

• Led strategic CRM platform migration ensuring seamless transition and data integrity.
• Achieved substantial cost savings with a 20% reduction in annual CRM software costs through effective change management.

Post-Acquisition Migration & Alignment

• Efficiently aligned Motor Insurance with Home Insurance post-acquisition within six months.
• Implemented tools fostering cross-functional collaboration, resulting in a 40% increase in knowledge sharing and 8% revenue growth.

Operational Efficiency

• Led optimisation projects that achieved significant annual savings and enhanced operational effectiveness.
• Innovatively saved approximately 3,000 FTE hours annually in Home and Motor Insurance operations between 2021-2022.

Customer Experience Transformation

• Enhanced Customer Satisfaction (CSAT) scores to 98% and improved Net Promoter Score (NPS) through targeted strategies and improved customer interactions.
• Achieved a 95% average One Touch Resolution rate and reduced First Response Time to 1.9 hours by implementing effective processes and training.
• Provided department-wide consultation to sustain improvements in CSAT, NPS, One Touch Resolution, and First Response Time, fostering continuous improvement and customer-centricity.

Strategic Leadership and Collaboration

• Collaborated with teams across departments to define project scopes and objectives, ensuring alignment with business goals at Dunelm Retail.

Project Management Excellence

• Managed project timelines, resources, and budgets to achieve on-time and within-budget delivery of key initiatives at Dunelm Retail.

Sales and Revenue Growth

• Implemented enhancements to Dunelm's e-commerce platform, driving a significant 25% increase in online sales in the first quarter.
• Led initiatives to optimise average transaction value (ATV) across Dunelm stores nationwide, achieving a 15% increase.
• Successfully executed targeted sales strategies resulting in a notable 20% increase in transaction values at Dunelm Retail.
• Spearheaded new sales approaches that contributed to a substantial 30% increase in annual revenue at Dunelm Retail.

Customer Satisfaction Enhancement

• Implemented customer-centric initiatives leading to a remarkable 10% increase in customer satisfaction scores at Dunelm Retail.

Operational Efficiency

• Optimised operational processes at Dunelm Retail, achieving efficiency gains and cost savings of 15%.
• Implemented effective inventory strategies at Dunelm Retail, increasing sales by 12% and improving product availability.