Jon Phillips

Strategic Leadership & Decision-Making

• Contribute to strategic decisions as part of the founding team, influencing business model design, go-to-market strategy, and operational structure.
• Define and document business requirements with stakeholders, ensuring alignment with regulatory standards and customer experience goals.

Project Planning, Execution & Test Management

• Drive the planning, execution, and delivery of core projects across product development, operations, and technology in a fast-paced start-up environment.
• Implement agile project management methodologies, including test planning, validation, and iterative delivery for rapid go-to-market execution.
• Monitor and report on key project milestones, managing risks and ensuring delivery within scope, budget, and timelines.

Operational Process & Vendor Management

• Establish and optimise operational processes, from policy issuance to claims handling, creating scalable frameworks for growth.
• Oversee vendor selection and management, supporting contract negotiations and ensuring timely delivery of systems and services.

Cross-Functional Leadership & Collaboration

• Lead cross-functional teams, coordinating efforts across underwriting, product, claims, service, and training, ensuring seamless collaboration and alignment with project objectives.

CX & Business Transformation Leadership

• Lead end-to-end customer experience and business transformation programmes, delivering measurable improvements in operational efficiency, CSAT, NPS, First Response Time (FRT), One-Touch Resolution (OTR), and cost optimisation across multiple sectors.
• Advise C-level executives on service excellence and CX transformation, translating data, operational insight, and KPI performance into measurable ROI.
• Lead and govern cross-functional delivery teams, ensuring milestones, quality standards, and CX outcomes and KPI targets are consistently achieved.
• Embed customer-centric culture and CX behaviours across the organisation to sustain transformation and improve frontline engagement.

CX & CRM Strategy

• Scope, design, and implement CX and CRM strategies, with deep hands-on expertise in Zendesk, ensuring alignment to business objectives and avoidance of common integration and adoption pitfalls.
• Facilitate CX discovery and requirements workshops to define customer journeys, business rules, operational processes, and success metrics tied to CSAT, NPS, FRT, and OTR.

Omnichannel & Platform Delivery

• Design and deliver omnichannel contact centre solutions, optimising engagement across voice, digital, and social channels, including advanced Zendesk automation, workflow optimisation, and reporting to monitor CX metrics.
• Provide post-implementation optimisation and continuous improvement, maximising value from Zendesk and wider CCaaS investments while sustaining CX metric improvements.

Training, Enablement & Culture

• Develop and deliver training and enablement programmes to drive frontline adoption of new CX platforms, processes, and ways of working.
• Champion CX culture, ensuring teams adopt customer-centric behaviours that consistently deliver improved CSAT, FRT, OTR, and NPS outcomes.

Strategic CX & Contact Centre Advisory

• Delivered strategic customer experience (CX) and contact centre advisory to global organisations, shaping service strategies and transformation roadmaps.
• Assisted clients in framing complex service and contact centre challenges, translating them into clear, outcome-focused strategies.

Stakeholder & Executive Engagement

• Advised senior stakeholders and C-level executives on improving customer experience, operational efficiency, and contact centre performance across multiple sectors.
• Supported data-driven decision-making, providing insight for KPI design, performance optimisation, and ROI measurement.

Platform & Technology Enablement

• Guided the development of industry-specific CX intellectual property (IP) and recommended platform-enabled enhancements, including Zendesk, CRM systems, and omnichannel solutions.
• Recommended and implemented technology solutions to streamline workflows, improve operational efficiency, and enhance customer engagement across channels.

Operational & Performance Optimisation

• Provided ongoing support for operational efficiency initiatives, including process improvement, workflow redesign, and contact centre performance optimisation.
• Ensured clients could measure, monitor, and sustain improvements in CX metrics such as CSAT, NPS, First Response Time (FRT), and One-Touch Resolution (OTR).

Pet Insurance Systems Migration

• Led launch and expansion of a new Pet Insurance product, migrating from legacy omnichannel platforms to an advanced enterprise solution, improving workflows and operational efficiency.
• Enhanced customer satisfaction and retention through improved communication systems and processes.

System Analysis & Optimisation

• Conducted comprehensive analysis of Zendesk, Respond, Talkdesk, and social media platforms, identifying optimisation opportunities.
• Recommended and implemented best-fit solutions to improve business processes and efficiency.

CRM Platform Migration

• Directed in-house CRM migration, ensuring seamless transition and data integrity.
• Delivered 20% annual cost savings through effective change management.

Post-Acquisition Alignment

• Aligned Motor and Home Insurance operations within six months post-acquisition.
• Introduced tools for cross-functional collaboration, boosting knowledge sharing by 40% and generating 8% revenue growth.

Operational Efficiency & Customer Experience

• Led optimisation initiatives saving ~3,000 FTE hours annually and enhancing operational effectiveness.
• Improved CSAT to 98%, NPS scores, One Touch Resolution to 95%, and reduced First Response Time to 1.9 hours through process improvements and staff training.
• Provided department-wide guidance to embed continuous improvement and customer-centric practices.

Customer Experience Leadership

• Led end-to-end customer experience transformation for Home Insurance products, supporting a customer base of 1.5 million.
• Drove CX as the central goal, ensuring all process redesigns, platform integrations, and operational changes prioritised improved customer outcomes.
• Facilitated cross-functional workshops with stakeholders to define customer journeys, success metrics, and operational rules with a customer-first perspective.
• Trained and coached frontline teams to embed new systems, workflows, and customer-centric behaviours.

CRM & Omnichannel Integration

• Oversaw the integration of a new CRM and omnichannel platform, optimising 35,000 monthly customer interactions across calls, emails, and live chat
• Introduced automation and platform enhancements, reducing manual workload, freeing agent capacity, and improving overall customer experience.
• Designed and implemented standardised dashboards to monitor KPIs and measure the impact of CX initiatives.

Performance & Operational Outcomes

• Achieved a 30% CSAT uplift, 41% First Response Time (FRT) improvement, and 48% One Touch Resolution (OTR) improvement through targeted process optimisation and workflow redesign.
• Delivered measurable business outcomes, including enhanced service consistency, reduced failure demand, and improved customer retention, with CX improvements at the core of all initiatives.

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.