PHILLIP JOHN DALE
Llansantffraid,POWYS
Summary
Dynamic and results-driven senior leader with over 8 years of experience in data management, (AI) governance, and strategic leadership. Proven track record in developing and implementing robust data governance frameworks, ensuring compliance with regulatory standards, and driving data-driven decision-making across organizations. Adept at leading cross-functional teams, fostering a culture of innovation, and implementing risk-lead Data Privacy, Governance & compliance frameworks to enable business performance. Passionate about harnessing the power of Data & AI to deliver transformative solutions while maintaining ethical standards and data integrity.
Overview
12
12
years of professional experience
Work history
Head of Enterprise Data & AI Governance
M&S Plc
11.2022 - 05.2025
- Accountable for delivery of Data & AI Governance Framework, Policy & Legal Compliance to support our Digital and Data Transformation.
- Steering Exco engagement to ensure accountable Data Ownership across the estate.
- Accountability for Data Platform adherence to compliance and regulatory standards including Article 30 Records of Processing and DPIA.
- Setting 5 year vision and strategy for Data & AI Governance and ensuring Exco support and buy in.
- Building Data Quality metric and measurement (PBI Dashboard) to articulate value in Data.
- Embedding Data Roles across the business – Data Owners and Data Stewards in a complex federated model.
- Ensuring appropriate and robust processes are in place for Data sharing both internally and with 3rd Parties.
- Building collaborative relationship with both DPO and Infosec to ensure there is a clearly aligned Data Strategy that drives Business value and supports our regulatory obligations.
- Introducing Robust Risk Management and Oversight Committee (DataCo).
- Roadmap and adoption of Data Governance tooling including Purview, Alation, Attacama, Soda.
- Building an Enterprise Data Governance capability, establishing by Data Governance by design principles to deliver high quality trusted data to the business.
- Establishing an Exco mandated Ownership / stewardship framework across the business to establish accountability, starting from zero to 100 strong network of Exec Owners, Data-set owners and Stewards.
- Delivered a comprehensive new and updated Policy suite across Data Management, AI, Privacy, Data Quality, Classification, Access and Retention.
- Chair of mandatory learning group (cross functional steering committee for all mandatory, legal and compliance learning).
- Delivering attestation to CIS controls for Data Protection and Data Recovery.
- Establishing Data Quality as a Business KPI and driving a 20% Data Quality improvement rate in one year.
- Introducing Data Catalogue (Alation) for Data Practitioners to readily access and understand our data assets.
- Identified by ThinkLinkers as 2024 Top 10 voice in Data Management Profession Europe.
- Established Data & AI Councils to ensure appropriate oversight of medium to high risk AI use cases.
- Corporate Governance Provision 29 preparedness – establishing controls for Data Management using DAMA methodology to build risk and controls framework.
- Chair of DataCo (Data Protection committee – with delegated exco authority).
- Acted as deputy DPO for 3 months whilst recruitment ongoing to resource permanent successor.
Head of Support and Data Enablement – Customer Contact Centre
M&S Plc
10.2020 - 11.2022
- Accountable for delivering Digital, Data and op model transformation - Commercial & Contractual Accountability for E-COM Outsourced Contact Centre Operations (c 700 FTE) and In-house operations (120 FTE), circa £30m annual spend.
- I held Leadership accountability for the following: Data Strategy and Business Intelligence Teams both inhouse and outsourced for Customer Service Function.
- Data Governance & Compliance for 12 million customer contacts a year ensuring adherence to legislation supported by a comprehensive assurance programme for both inhouse and outsourced operations.
- Data Compliance, GDPR Assurance and Right Management Processes for the Business.
- Customer Care Operating Model for .COM across UK and International.
- Commercial & Outsourced Contract Management & Governance. (UK & South Africa)
- .COM Sales & Channels (Contact Centre)
- Leading the award winning Digital Transformation across Contact Centre including chat bot, Natural language and self-serve capability.
- Procurement Lead for Contact centre Technology enablement.
- Contact Centre Change, C.I Framework & Governance.
- Retail and Contact Centre Voice of the Customer Programme Delivery.
- Deploying Interaction analytics across Voice, email and chat channels to drive quality and customer experience to support our strategic roadmap to either eliminate or automate non-value add contacts.
- Growing our Virtual Assistant Capability from circa 30,000 contacts a month to 130,000 contacts a month.
- Transforming our Data strategy to enable Enterprise level access to our multi-channel Data sources by using cloud platforms and harnessing the efficiency of Power BI to deliver real-time self-serve capability. 99% of Reporting is now available as self-serve through Power B.I, enabling redeployment of resource to proactive Insight.
- Establishing Robust Data Governance and assurance for 12million customer contacts per annum serviced across UK, Poland and South Africa.
- Leading approach to GDPR compliance including building assurance capability and designing & implementing robust processes to manage and automate subject rights request.
- Digital Transformation Deploying Technology and RPA solutions to Automate 30% of Contacts, realising significant 175 FTE benefit whilst continuing to drive year on year NPS improvement.
- Deploying Natural language IVR Routing from our store estate to our Off-Shore Sales and Service centre securing an additional £20m of incremental revenue.
- Transitioning all outsourced operations offshore to Cape Town and Poland for multilingual international operations.
Head of Commercial & Contract Management
M&S Plc
05.2017 - 10.2020
- Leading the Commercial Delivery of our Digital Transformation that delivers a better experience for our customers and a lower cost model for our business.
- I am accountable for the Commercial Contract delivery of our UK and International Customer Sales and Service Centre Operations for both in house and outsourced operations.
- I sit on the M&S Customer Service Leadership team and lead four key teams: Commercial & Contracts, Data Governance, Insight & Reporting and Interaction Analytics.
- Negotiating a new outsourced contract to save the Business £35m over 5 years with additional £6m Supplier Underwrite for Gainshare initiatives. Savings realised alongside projected contact volume growth of 15% Yr on Yr.
- Transitioning Insight & Reporting team to Data Strategy and Business Intelligence to build business leading customer experience reporting and insight solutions.
- Leading the Business in the adoption of PBI as primary reporting solution, delivering faster and more reliable reporting solutions.
- Delivering a consistent single NPS measure across both in-house, outsourced and international Operations for the first time as part of 'Customer at the heart' Strategy.
- Early adopter of speech to text transcription tools to enable customer voice alerting of key themes and pain points.
Multiple large Store / Regional Operations Roles
09.2013 - 05.2017
- Delivering LFL Sales Growth of 3.5% on Clothing & Home.
- Food Sales +1.5% v Forecast +5% LFL.
- Driving Performance management and bringing together a new Leadership team across stores.
- Robust Trading safely and legally framework with 95% Compliance achieved from TSL inspections from compliance team.
- Working in partnership with Landlords to deliver a cohesive Marketing plan, including social media, radio and press advertising.
- Delivered best increase to Employee engagement score across the Division for Q3 Pulse survey within the Store Formats +11% positivity score of 82.
- Driving the multi-channel business across the Simply Food portfolio to grow LFL sales.
- Reducing impact on margin for SALE product by building relationship with Premier stores to flow volumes of clearance into Retail Parks stores rather than sit unproductively in the large shops.
Education
A Level - Various
Queen Elizabeth's Grammar School
Blackburn 07.1997
CDMP - Data Management
DAMA
London08.2023
Skills
- Leadership
- Team building
- Digital Transformation
- Business Intelligence
- Data & AI Governance Frameworks
- Regulatory Compliance
- 3rd Party Management
- Contract Management
- Data Enablement
- Data Strategy
- DPO
- Data Quality
- C-suite level Engagement
Timeline
Head of Enterprise Data & AI Governance
M&S Plc
11.2022 - 05.2025
Head of Support and Data Enablement – Customer Contact Centre
M&S Plc
10.2020 - 11.2022
Head of Commercial & Contract Management
M&S Plc
05.2017 - 10.2020
Multiple large Store / Regional Operations Roles
09.2013 - 05.2017
A Level - Various
Queen Elizabeth's Grammar School
CDMP - Data Management
DAMA
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