Karen Dooley

Accountable for Riverside's Customer Experience which includes the digital experience including silent service, self-service and assisted digital service, Contact Centre, Digital Telecare Monitoring Centre and Shared Services i.e. Coaching and Performance, Income Collection, Former Tenant Arrears and Executive Complaints.

Achievements include but are not limited to:

• Digitising customer experiences through the deployment of digital and emerging technologies
• Pioneering the delivery of 4G telecare
• Delivery of Riverside's customer app and chatbot
• Creating and fostering an environment of continuous improvement

Specialising in transition, transformation and business change with experience of working in various operations across the private, public and charitable sector I contracted as a Portfolio, Programme and Project Manager.

Contract Project Manager| Disclosure and Barring Service (DBS)

Liverpool - Dec 2018 - Feb 2019

I acted as consultant Project Manager on moving the DBS' contact centre provision from one outsource provider to another up to ITT stage.

Interim Director of Customer Services | The Riverside Group

Liverpool - March 2019 - Aug 2019

Reporting to the Customer Service Director I was responsible for the development, planning and execution of The Very Group's Customer Service Transformation Roadmap, which supported the Customer Service Digital Strategy.

I continually championing the customer within the organisation and proactively collaborating with senior stakeholder including Board members to support the group and colleagues understanding of the customer journey and experience.

Achievements include:

• Winner of the Most effective Business Transformation Programme in Customer Service Award (European Contact Centre and Customer Service Awards 2018)
• Finalist for Best Customer Insight Initiative Award (European Contact Centre and Customer Service Awards 2018)

Accountable for the delivery of the Customer Service Change Portfolio, ensuring that the change initiatives delivered customer outcomes. met business schedules and budget objectives.

As Accountable Executive for the Digitising Customer Services programme I drove change through to fruition resulting in the following awards:

• Silver Award for Business Change at the 2016 Customer Experience Awards
• Special Judges Award for innovation in BPO, UK Contact Centre Awards 2016
• Innovation in Digital Transformation, European Contact Centre and Customer Service Awards 2016
• Digital Customer Experience Innovation (the next level) Silver Award at the Digital Service Awards, 2016