Lynn Willacy

• Responsibilities As the Community & STEM Ambassador for Air Products, the main focus of my role is to promote and raise brand awareness within the community of STEM (Science Technology, Engineering and Mathematics) initiatives and increase community engagement. I work with our team of Science Ambassadors, various external organisations and employees at our sites, and manage budgets and planning for initiatives and projects to ensure maximum impact and reach. I work closely with our communications team to ensure brand alignment and work to deadlines. Oversaw charitable requests at Air Products, including employee matching scheme, ensuring compliance with global charitable giving policy. I work with audit to confirm compliance, and conduct all charity due diligence checks following our global charitable giving policy. I also design and facilitate employee training to the CX and operations teams, focusing on improving communication and customer experience, and have received excellent feedback from the workshops. I am co-chair of the Wellbeing Group in the UK, supporting the initiatives linked to employee engagement and also a member of the European AI Community of Practice as interested in how AI can enhance my role.
• Coordinated and managed organisational changes in Operations, including project management, workday transitions, and communications. Coordinated employee site visits for leadership team, facilitating communication and updates for all stakeholders. Achievements Being named the ‘Skills & Community Champion’ at the prestigious UK Manufacturing Champion Awards in 2018 was a great personal achievement. Also, Air Products won the Hydrogen UK Community Engagement award in April 2025 for our community work, and it was great to be recognised by external organisations. Represented Air Products at the Houses of Parliament for the National Careers Challenge, showcasing the company's commitment to community engagement.

Responsibilities
I worked within the UK & Ireland Customer Service Organisation and I focused on projects linked to Customer Experience including Customer Retention (Team Manager), the Voice of the Customer and support the organisation with different types of training and development.
I also started as Data Privacy Champion for the UK & Ireland during this time, ensuring that the business is compliant to GDPR standards.

Achievements
Working with the European Power User teams and successfully implementing CRM system, leading all the internal training and train the trainer workshops. Supporting Cornella as a mentor and coach to the training team. Managing the CX Retention Team and creating customer journey mapping to include a new lost customer process.

Responsibilities
Working with customers as front line customer service support, dealing with orders, queries and complaint resolution.

Achievements
Using my previous creative skills in exhibition design and taking my personal customer service soft skills approach, I developed an engaging training package which was adopted by the organisation rather than outsourcing this type of training. This also led to a European training programme which was rolled out, I had not been in the company very long and this was a very proud moment for me and the start of my training and coaching within the business.