Rhys Morgan
Wigginton,Hertfordshire
Summary
Customer operations leader with over 15 years’ experience leading contact centre and CX functions of up to 100 FTE. Proven track record building high performing teams, improving customer outcomes, and delivering operational change across B2B and B2C environments. Experienced in leadership development, customer strategy, operational improvement, and using insight and technology to drive sustainable performance.
Overview
18
18
years of professional experience
1
1
year of post-secondary education
Work history
Senior Operations Manager - Customer Success
Carwow
Reading
05.2025 - Current
- Leading a 40+ FTE international Customer Success operation, managing Team Leaders across multiple sites to deliver customer experience, conversion, and operational performance targets.
- Supported the transition from a 90% outsourced BPO model to an in house operation, leading recruitment, team design, and implementation of new operating structures.
- Delivered improvements across customer and commercial outcomes, increasing conversion rates by 20%, reducing speed to auction by 50%, and improving net sales at auction by 10 percentage points.
- Driving operational excellence through leadership development, coaching frameworks, quality assurance, resource planning, and continuous improvement initiatives.
- Partnering with Product, Sales, and Technology teams to improve customer journeys and implement AI enabled customer solutions.
Managing Director - CX & Contact Centre Consulting
Satisfied Consulting
Wigginton, Hertfordshire
11.2023 - 04.2025
- Founded an independent CX consultancy, providing strategic and operational support to organisations looking to improve customer experience and contact centre performance.
- Partnered with clients and senior stakeholders to optimise customer journeys, develop leadership capability, and implement sustainable performance improvements.
Senior Operations Manager - CX Strategy
MVF
London
05.2018 - 09.2023
- Led a 100 FTE remote contact centre operation across Customer Experience, Sales, and Back Office functions, managing multiple operational leaders.
- Owned recruitment, resource planning, and leadership development strategies to support team growth, engagement, and operational performance.
- Delivered CX improvements through customer insight, journey analysis, and coaching frameworks, increasing CSAT by 20%.
- Improved operational efficiency through process optimisation and continuous improvement initiatives, delivering a 30% cost saving.
Operations Manager - Contact Centre
MVF
London
03.2016 - 05.2018
- Launched and scaled an outbound telemarketing function that grew to 50 FTE and delivered £500k in monthly revenue, within 2 years.
CX Performance Lead (FTC)
Serco
Mumbai
07.2015 - 12.2015
- Implemented a CX improvement strategy across a 500 FTE outsourced contact centre, increasing NPS by 11 points within 3 months.
Training & Performance Manager
Arvato
London
04.2013 - 07.2015
- Led Training & Quality across multi-channel, multilingual contact centres, improving capability, consistency, and customer experience across 120+ FTE.
Training & Development Consultant
Arvato
London
07.2012 - 03.2013
Call Centre Manager
We Are Strawberry
Bridgend
03.2011 - 06.2012
Team Manager
Lloyds Banking Group
Cardiff
06.2008 - 11.2010
Education
Leadership & Management- Level 5
Institute of Leadership & Management (ILM)
London 06.2018 - 06.2019
Prince2 Practitioner
PeopleCert
London 01.2015 - 02.2015
TAP - Certificate in Training Practice
The Training Foundation
Coventry 09.2006 - 09.2006
Skills
- Contact Centre Operations
- Customer Experience Strategy
- People Leadership
- Leadership Development
- Performance Management
- Coaching & Mentoring
- Multi Site & International Operations
- BPO & Outsource Management
- Change Management
- Operational Transformation
- Continuous Improvement
- Workforce Planning
- Quality Assurance
- Customer Journey Optimisation
- Stakeholder Management
- Data Analysis & Insights
- C-SAT & NPS Improvement
- Contact Centre Technology
- AI & Automation
- CRM Platforms
IT Skills
- Contact centre & CX platforms: Five9, CallMiner, Survicate, SalesForce, Zendesk
- Business Software: Expert level Microsoft Office (incl Excel), Google Suite
- Data analytics tools: Looker, Google Analytics
- Project management tools: Monday.com, Trello, Miro
Timeline
Senior Operations Manager - Customer Success
Carwow
05.2025 - Current
Managing Director - CX & Contact Centre Consulting
Satisfied Consulting
11.2023 - 04.2025
Leadership & Management- Level 5
Institute of Leadership & Management (ILM)
06.2018 - 06.2019
Senior Operations Manager - CX Strategy
MVF
05.2018 - 09.2023
Operations Manager - Contact Centre
MVF
03.2016 - 05.2018
CX Performance Lead (FTC)
Serco
07.2015 - 12.2015
Prince2 Practitioner
PeopleCert
01.2015 - 02.2015
Training & Performance Manager
Arvato
04.2013 - 07.2015
Training & Development Consultant
Arvato
07.2012 - 03.2013
Call Centre Manager
We Are Strawberry
03.2011 - 06.2012
Team Manager
Lloyds Banking Group
06.2008 - 11.2010
TAP - Certificate in Training Practice
The Training Foundation
09.2006 - 09.2006