Kashif Siddique
Dunstable
Summary
A proactive and empathetic operations leader with 16+ years of experience driving customer-centric strategies across telecom, financial services, and digital platforms. Skilled in leading managers, optimizing performance, and delivering exceptional service in fast-paced environments. Passionate about empowering teams, simplifying processes, and creating magical moments for customers—aligned with Monzo’s mission to make money work for everyone.
Overview
17
17
years of professional experience
Work History
Customer Experience Manager
Sky Television
04.2016 - 10.2025
- Led 8 Team Leaders and 60+ advisors, achieving 95% SLA compliance and driving performance in a high-volume contact centre.
- Coached and developed managers to foster leadership, accountability, and a culture of continuous improvement.
- Delivered real-time operational decisions balancing service levels, team wellbeing, and customer satisfaction.
- Improved NPS by 18% and reduced complaints by 22% through targeted coaching, process redesign, and QA initiatives.
- Collaborated with senior leadership and cross-functional stakeholders to align goals and enhance customer experience delivery.
- Used data insights and dashboards to identify trends, guide tactical shifts, and inform strategic decisions.
- Led operational readiness for new initiatives, including Sky Glass and Sky Mobile launches, ensuring seamless customer onboarding.
- Implemented IEX Workforce Management System, improving scheduling accuracy by 30% and optimizing resource planning.
- Championed psychological safety and inclusion, empowering managers to lead with empathy and clarity.
- Partnered with QA and Compliance teams to uphold regulatory standards and mitigate operational risk.
Customer Experience Leader
Sky Television
04.2012 - 04.2016
- Managed and developed Sales Advisors, setting clear goals and driving performance across KPIs for business, efficiency, and customer value.
- Delivered coaching, daily huddles, and motivational sessions to foster engagement and continuous improvement in NPS and customer satisfaction.
- Implemented operational plans and workload strategies to optimize service delivery.
- Led recruitment, onboarding, and training to maintain optimum headcount and build high-performing teams.
Customer Experience Manager
O2 Insurance
01.2009 - 04.2012
- Led a customer service team managing insurance claims, ensuring timely resolution and high service standards.
- Recruited, trained, and coached advisors to drive continuous improvement in customer satisfaction.
- Managed performance and absence, fostering a resilient and engaged team culture.
- Reduced complaint volumes by 10% in one year through targeted training and quality assurance initiatives.
Education
MBA – Master’s in Business Administration -
National College of Business Administration
Pakistan04.2003
Skills
- People Leadership
- Coaching
- Talent Development
- Operational Strategy
- Real-Time Decision-Making
- Customer Experience
- Multichannel Contact Centre Operations
- Data-Driven Performance
- KPI Management
- Process Improvement
- Change Delivery
- Project Execution
- Stakeholder Engagement
- Cross-Functional Collaboration
- Complaint Resolution
- NPS Enhancement
- CSAT Enhancement
- Proficient in Microsoft Office
- Excel
- Word
- PowerPoint
- Analytical Thinking
- Communication
- Time Management
Interests
I love playing team games and my favourite game is Cricket I have recently completed cricket coaching course and looking forward to coach young kids in my spare time
Operational & Strategic Initiatives
- Customer Satisfaction Uplift: Improved NPS by 18% through redesigned call scripts, advisor coaching, and real-time feedback loops.
- Complaint Reduction Programme: Achieved a 22% drop in complaints via targeted training and enhanced QA processes.
- Leadership Development Framework: Rolled out coaching programs for first-line managers, boosting internal promotions and engagement.
- Incentive Scheme Revamp: Launched performance-based incentives aligned with business goals, increasing sales conversions.
- Stakeholder Collaboration Hub: Established monthly forums with commercial, product, and planning teams to improve customer journey alignment.
- Real-Time Ops Dashboard: Deployed live dashboards with analytics and IT teams to support tactical decision-making and SLA adherence.
- Hybrid Working Transition: Led planning and team readiness for hybrid operations, ensuring service continuity and staff wellbeing.
- Sky Glass Launch: Spearheaded rollout at Athena Sales Centre, coordinating cross-functional teams for seamless customer onboarding.
Timeline
Customer Experience Manager
Sky Television
04.2016 - 10.2025
Customer Experience Leader
Sky Television
04.2012 - 04.2016
Customer Experience Manager
O2 Insurance
01.2009 - 04.2012
MBA – Master’s in Business Administration -
National College of Business Administration