Kristian Wilkinson
Doncaster
Summary
I am a versatile and resilient leader with extensive experience in digital communication, customer relations, and high-stakes project execution. I specialise in 'being the customer in the room,' having spearheaded a large-scale, bespoke remediation project under intense FCA scrutiny where I designed end-to-end processes for complex customer segments to ensure fair outcomes and prevent further harm. I thrive on identifying operational pain points and challenging existing processes in live environments to deliver compliant, efficient, and customer-centric solutions. By combining clear stakeholder management with a proven track record of turning qualitative insights into actionable change, I empower those around me to deliver a seamless and intuitive customer experience.
Overview
10
10
years of professional experience
Work history
Project Manager
Direct Line Group
Doncaster
2023.02 - Current
- I managed critical deadlines set by the FCA, mitigating the risk of significant financial penalties by delivering the project milestones on time and to a high standard of compliance.
- I spearheaded a high-profile, end-to-end operational remediation project under intense FCA scrutiny, successfully designing and executing a bespoke refund process that had never been implemented within the business before.
- I engineered watertight processes for diverse customer segments, including active, "goneaway," and deceased accounts, ensuring that all owed monies were returned accurately while meeting strict regulatory requirements.
- Led cross-functional stakeholder management, bridging gaps between legal, compliance, and frontline operations for a unified approach to remediation.
- Served as primary "voice of the customer" during design phase, challenging internal hurdles to create a frictionless refund journey and prevent customer harm.
- I navigated a high-pressure, "live" environment, constantly refining the process based on real-time feedback to maintain operational integrity and protect the company’s reputation during a period of intense public attention.
- Provided comprehensive reporting and visibility to senior leadership, ensuring project met ethical obligations to customers and legal obligations to regulator.
Digital Communications & Customer Relations Manage
Direct Line Group
Doncaster
2022.08 - Current
- Managed organisation’s social media platforms, overseeing digital communications and customer engagement strategies to enhance brand presence.
- I protected the brand’s reputation by proactively monitoring online sentiment and addressing potential risks in real-time.
- I led the management of Trustpilot and other review platforms, successfully increasing the overall star rating by resolving low-sentiment feedback and restoring customer trust.
- I identified and analysed emerging customer trends from digital feedback, providing actionable insights to the business to drive operational change and strategic improvements.
- Managed brand escalation process to identify and defuse high-risk situations in public domain, monitoring viral social media stories and collaborating with PR teams to issue strategic statements that mitigated brand damage.
- Served as key link between customers and business, ensuring customer experiences were conveyed and utilised to improve internal processes.
Sales & Service People Manager
Direct Line Group
Doncaster
2018.09 - 2022.08
- I consistently met and exceeded all performance targets and lead generation goals.
- Managed complex customer complaints from initial contact to resolution, ensuring compliance with regulatory standards and achieving positive customer outcomes.
- Increased team engagement through implementation of flexible working practices and initiatives supporting work-life balance.
- Collaborated with stakeholders to enhance digital customer experience and drive change initiatives across organisation.
- I led a team of 13 through a major platform migration, managing the transition and training to ensure the smooth adoption of new systems.
Motor Sales & Retention Consultant
Direct Line Group
Doncaster
2016.06 - 2018.09
- Increased customer retention and identified sales opportunities, directly contributing to overall business growth.
- I consistently exceeded monthly operational and performance targets.
- Served as primary point of contact for customers, managing account inquiries, renewals, and service adjustments to enhance customer satisfaction.
- I ensured all customer complaints were resolved accurately and in full alignment with regulatory standards.
- Shared expertise and best practices with peers, fostering a culture of continuous improvement in team performance.
Skills
Project Planning
Risk Management
Regulatory Compliance
Consumer Duty
Agile transformation
Stakeholder Influence
Process Improvement
Be the Customer in the Room
Customer-Obsessed
Collaborative Leader
Challenging & Resilient
Change management
References
References available upon request.
Timeline
Project Manager
Direct Line Group
2023.02 - Current
Digital Communications & Customer Relations Manage
Direct Line Group
2022.08 - Current
Sales & Service People Manager
Direct Line Group
2018.09 - 2022.08
Motor Sales & Retention Consultant
Direct Line Group
2016.06 - 2018.09