Kyle Starkey
Kent
Summary
Customer Experience & Insights Professional, immediately available and seeking next challenge in a dynamic, customer-focused environment. Proven track record in driving data-led CX strategies that improve customer satisfaction, engagement, and business performance. A collaborative leader with a customer-first mindset, strong data analytics expertise, and the ability to build long-term internal and external relationships founded on trust. Adept at integrating customer insights into digital platforms to enhance decision-making and improve outcomes whilst driving business results.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Manager
ISG
London
06.2024 - 09.2024
- Managed and executed group Customer Experience Strategy, driving a lifetime Customer Satisfaction (CSAT) score of 86% and improving Net Promoter Score (NPS) to +73 (from +67)
- Acted as primary CX contact, engaging with external clients and consultants to gather feedback, enhance delivery and positively influence relationships.
- Implemented data-driven insights to enhance customer experience, identifying trends and patterns to drive improvements.
- Developed and maintained CX reporting platforms, ensuring real-time tracking of feedback and action points.
- Introduced a new client touchpoint system post-project delivery to improve long-term engagement and satisfaction.
Customer Experience Executive
ISG
London
10.2019 - 06.2024
- Collaborated with CX team in executing customer-centric initiatives, identifying underperforming touchpoints and leading improvement strategies.
- Managed CRM systems, ensuring accurate customer data and actionable insights for business growth.
- Facilitated collaboration between departments, aligning CX objectives to optimize overall performance.
- Designed and implemented new data collection and reporting processes, expanding business’ customer insight library and tracking programme effectiveness.
Performer / Entertainer
Self-Employed
Medway, Kent
06.2018 - 06.2019
- Delivered interactive entertainment at private, corporate, and charity events, ensuring exceptional guest experiences.
- Built strong client relationships through engaging performances and audience interaction.
Report Writer
STL Group
Woking, Surrey
05.2016 - 12.2017
- Prepared and analyzed property search reports for local authority stakeholders, ensuring accuracy and compliance with regulations.
- Managed high-volume data entry, meeting strict deadlines with precision and attention to detail.
Education
Bachelor of Arts - Drama
University of Winchester
Winchester 09.2016 - 05.2019
A-Levels - English, Drama, Geography
The Howard School
09.2014 - 06.2016
Google Data Analytics Professional Certificate
Google
03.2025
Skills
- Customer Experience Strategy & Management
- Data Analytics & Reporting (Power BI, Google Data Analytics)
- Customer Relationship Management (CRM) Systems (Microsoft Dynamics)
- Stakeholder Engagement & Cross-Functional Collaboration
- Programme Development & Implementation
- Client Liaison & Feedback Management
- Process Improvement & Performance Tracking
References
References available upon request.
Timeline
Customer Experience Manager
ISG
06.2024 - 09.2024
Customer Experience Executive
ISG
10.2019 - 06.2024
Performer / Entertainer
Self-Employed
06.2018 - 06.2019
Bachelor of Arts - Drama
University of Winchester
09.2016 - 05.2019
Report Writer
STL Group
05.2016 - 12.2017
A-Levels - English, Drama, Geography
The Howard School
09.2014 - 06.2016
Google Data Analytics Professional Certificate
Google
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