Summary
Overview
Work history
Education
Skills
Websites
Custom
Personal Information
Timeline
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Stephen Trayner

Summary

Visionary leader with focus on customer satisfaction and operational excellence. Proven abilities in differentiated delivery and strategic planning, ensuring seamless customer interactions and team cohesion. Committed to driving growth and enhancing customer loyalty through innovative solutions.

Adept at leading cross-functional teams, managing P&L, and implementing strategic initiatives that deliver measurable improvements in customer satisfaction, operational efficiency, and revenue growth.

Lean Six Sigma certified with expertise in customer journey mapping, NPS, and process optimization.

Comfortable with C-Suite level stakeholder management, and versed in the variables of both private and public sector demand.

Overview

16
16
years of professional experience

Work history

Customer Service Director

SWARCO
Dundee/Edinburgh
05.2021 - Current
  • Management and performance accountability across multi-client portfolio of contract agreements in burgeoning EV sector.
  • Recognised award-winning operations and fulfilment performance, alongside increased utilisation and ROI for client estates.
  • Offering commercial BPO services and managing supply chain contracts and relationships.
  • E-mobility Network Operator, Marketing Team, and Service Team of Year 2023 & 2024.
  • Diversified employment and training partnerships with local institutions.
  • Success based growth delivered on public and private sector fulfilment contracts.
  • Created National Operating Centre and effective centralization of services.
  • 90% customer satisfaction returns maintained over time.
  • Implemented national communication strategy for client bases.
  • Implemented customer feedback system, leading to significant service improvements.
  • Delivered exceptional brand representation through meticulous quality control measures.
  • Developed training programmes for better organisational performance.
  • Created strategic partnerships with key stakeholders to bolster business growth.
  • Represented organisations at seminars, conferences and business events.

Customer Experience Manager

British telecom
Dundee
04.2017 - 05.2021
  • Embedded new NPS methodologies, reporting, and technology.
  • Introduced lean thinking and high-performance team practices.
  • Delivered dedicated CX focus to tactical and strategic activity & plans within business.
  • Produced insight, and future state proposals, that positively developed overall customer experience.
  • Delivered digital update and self-help education focus for new product launch versus current gen device capability.
  • Challenged planned ‘premium’ experience and designed active unboxing improvements.
  • Created and used target persona to better illustrate customer wants versus needs in product assessment.
  • Conducted multi source data analysis to deliver market and competitor insight, and illustrative customer sentiment, to inform project.
  • Initiated and led NPS and customer behaviour masterclasses resulting in -11 pre to +21 post-delivery improvement.

Senior CEx/ BI Consultant

aegon digital solutions
Edinburgh, Edinburgh
08.2016 - 03.2017
  • Worked with Director and senior leadership to deliver consistent growth, improve business efficiency, and deliver CI gains.
  • Mentoring and organisational assessment changes also provided in line with strategic change activity.
  • Delivered Lean Thinking program to senior managers to commence CI program.
  • Created NPS and Sentiment analysis reporting for business.
  • Designed quick win initiatives driving rapid 17 point NPS uplift.
  • Undertook Internal communication framework review.
  • Designed and launched tracked continuous improvement program.
  • Managed Customer Journey Mapping that realised improvement opportunities
  • Reduced back office cycle times through VSM and waste optimisation.

Head of Operations

Alliance Trust plc
Dundee, Dundee City
12.2009 - 07.2016
  • Directed daily operations, ensuring smooth business continuity.
  • Accountable for overall business performance, budget, and compliance of all operations and staff.
  • Successfully delivered key strategic and budget goals through project, and operational, management, planning, & delivery.
  • Delivered £350,000 per annum cost saving through root cause analysis, business process improvements, & centralization of shared services.
  • National Shares awards for customer service across consecutive years.
  • Successfully on boarded circa 50,000 account volume inorganic growth, in short timescales, and within existing budget.
  • Owned CASS oversight, all operational RCSA review and controls, and audit returns.
  • Maintained external relationships and contacts with firm principals of key accounts, resulting in increased account volume over time.
  • Management lead on strategic re-platforming project, and single customer view delivery.

Education

Lean Six Sigma

The Knowledge Academy
Bracknell
09.2017

CF1 And FA2 Financial Administration

Chartered Financial Institute
Dundee
08.2015

Skills

  • Strategic leadership
  • Budget Management
  • Process Improvement
  • Business Analysis
  • Stakeholder management
  • Design thinking
  • Regulatory compliance
  • Risk management and mitigation
  • Lean transformation
  • NPS and sentiment analysis
  • Contract Management
  • Continuous Improvement and Service Differentiation

Custom

Available Upon Request

Personal Information

  • Available: Three months/Negotiable
  • Nationality: British

Timeline

Customer Service Director

SWARCO
05.2021 - Current

Customer Experience Manager

British telecom
04.2017 - 05.2021

Senior CEx/ BI Consultant

aegon digital solutions
08.2016 - 03.2017

Head of Operations

Alliance Trust plc
12.2009 - 07.2016

Lean Six Sigma

The Knowledge Academy

CF1 And FA2 Financial Administration

Chartered Financial Institute

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Stephen Trayner