AI Development
Katy Morris
Head of Customer Experience
Lancashire
Summary
10 years' management experience, proficient in motivating and promoting collaboration and managing teams to success. Skilled in implementing continuous improvements and developing results-driving omni-channel customer service, whilst keeping customers at the heart of all jobs and practices.
Overview
11
11
years of professional experience
Work History
Customer Experience Manager
Viddyoze
08.2020 - 04.2025
- Head of global support for a marketing SAAS solution. Overseeing the full customer journey, ensuring excellence for over 100,000 customers' end-to-end experience.
- Driving strategy to globally support customers 24 hours a day via channels such as live chat, email, and video call.
- Identifying and implementing improvements to increase customer satisfaction, continuously developing the customer community to breed loyalty.
- Established the company SLA performance metrics and team KPI requirements.
- Reporting directly to the company founders.
- Oversee a global support team who offer 24/7 omni-channel support in Zendesk, Discord, social media.
- Built a new customer service team structure and customer management process, resulting in monthly customer satisfaction consistently scoring over 90%.
- Lead customer persona and journey mapping workshops with key stakeholders. This resulted in 5 key personas through B2B and B2C and ensured Viddyoze remained a customer-central business during peak expansion.
- Developed a customer community and loyalty programmes that have increased the average customer lifetime by 50%.
- Collaborate with the agile development team to ensure bug prioritisation, internal and external SLAs are agreed and CX development projects are managed and run smoothly.
- Developed and implemented a new cancellation process. This increased the support team save rate from 2% initially to 41% within 9 months.
- Developed team rapport, remotely overcoming cultural differences ensuring maximum collaboration, both within support and the wider team. This resulted in the lowest departmental churn of staff in Viddyoze.
- Managed successful new product launch, resulting in the highest conversion rate, through increased self-serve options and customer journey management where all SLAs and CSAT targets were exceeded.
Customer Experience Manager
World Fuel Services
01.2017 - 01.2020
- Manager for World Fuel Services, responsible for the customer experience whilst delivering 2.6 billion litres of fuel per year.
- Led project developments to identify pinch points, improve customer retention and service efficiency.
- Reported to the Managing Director.
- Accountable for customer service KPIs monthly. Reported and presented these to the board members.
- Managed the B2B and B2C customer service team responsible for complaints, enquiries, invoicing and customer interaction.
- Drove high customer service standards across all 800 customer-facing staff members. This resulted in a 98% customer recommendation rate, an increase of 10% in one year.
- Created a complaints policy and procedure for companywide implementation and provided training for staff. This enabled tracking and monitoring of all complaints throughout the company.
- Designed and executed a new telephone system that sped up customer interaction and routing accuracy.
- Improved the service for all Direct Debit customers and their touch points. Created loyalty benefits for these customers which increased membership by 1000 and reduced churn by 20%.
- Developed and implemented the 'Delayed Deliveries Process', bringing together Sales, Customer Service and Operations teams to benefit customer communication and operational efficiency. This resulted in a 60% drop in complaints due to delayed deliveries.
- Created a program especially for vulnerable customers, trained staff champions, this enabled vulnerable customers' orders to be identified and prioritised. Set up a priority telephone line for invoicing and service issues.
Area Manager
Hamilton Aquatics
08.2015 - 01.2017
- Oversaw the largest region of Hamilton Aquatics, who provided swimming lessons and coaching from 3months to adults each week.
- Responsible for a £1.5 Million turn over.
- Managed both a B2B and B2C customer base in their most successful year to date.
- Manager of 8 sites with 11 members of staff with 1000 customers each week.
- Under my leadership, sites saw the largest number of customers enrolled and exceed sales targets each term.
- Provided training and development - including customer journey mapping, process mapping, sales and marketing.
- Developed and implemented sales and marketing strategies, holding promotional events to gain new business.
- Key role in developing and creating a new ERP system which increased customer retention and enhanced staff efficiency.
Customer Services
EDF Energy
06.2014 - 07.2015
- Worked in a highly regulated industry, dealt with debt management and complaints through to resolution.
- Target focused role where I exceeded all customer service, sales and workload targets.
- Worked via emails and calls and via SAP.
- Advising customers on products to help with energy consumption.
- Utilising a range of communication approaches with people of all nationalities and backgrounds.
Education
Bachelor of Science - Business Management
Open University
A Levels - History, RS, Politics
Advanced excel course - undefined
Recruitment training CPD - undefined
Sales and Marketing CPD - undefined
Leadership and Management CPD - undefined
Skills
Communication
Software
SAAS Technology
Social Media
Interests
Running
Swimming
Dog Walking
Photography
Travelling
Yoga
References
References available upon request.
Timeline
Customer Experience Manager
Viddyoze
08.2020 - 04.2025
Customer Experience Manager
World Fuel Services
01.2017 - 01.2020
Area Manager
Hamilton Aquatics
08.2015 - 01.2017
Customer Services
EDF Energy
06.2014 - 07.2015
A Levels - History, RS, Politics
Advanced excel course - undefined
Recruitment training CPD - undefined
Sales and Marketing CPD - undefined
Leadership and Management CPD - undefined
Bachelor of Science - Business Management
Open University
Similar Profiles
Kit GregoryKit Gregory
Assistant Greenkeeper at Royal Melbourne Golf ClubAssistant Greenkeeper at Royal Melbourne Golf Club
Victoria MurrayVictoria Murray
Office Manager at KierCam Group LTDOffice Manager at KierCam Group LTD
James Louie BenemeritoJames Louie Benemerito
Registered-nurse at Blackpool Teaching Hospitals NHS Foundation TrustRegistered-nurse at Blackpool Teaching Hospitals NHS Foundation Trust
Stephanie HorsnellStephanie Horsnell
Customer Experience Manager at WizCustomer Experience Manager at Wiz
Seher AslamSeher Aslam
Customer Experience Manager at MyMuse IndiaCustomer Experience Manager at MyMuse India