Telecom Transformation Consultant

A great Target Operating Model should include a clear and engaging Vision, that all teams from around the organisation will readily get and buy-into, and also define the target organisation, not down to the level of detailed operational procedures, but at a sufficient level detail to be meaningful to and to guide the work of specialists. I develop great target operating models. But how do you best navigate from where the organisation is now, to a realistic next development step (a significant transformation will never be a journey of one step), and keep all of the business teams and parts of the business moving forward together? I also develop and have used one-page maturity models to set out what good looks like for each critical business area, to baseline where the organisation is now, to help frame realistic goals, and to provide a yardstick against which to assess progress. Examples of where I have done these activities before include: across AIG's contact centres globally; separately for all of AIG's Operating activities in Europe; and for customer service across Lloyds Banking Group. How long would it take to produce an outstanding Vision, Target Operating Model, set of maturity models, and to baseline where the organisation is now, and within a broader framework for transforming the business? Probably around three months, but more information would be needed to firm up on timelines and costs.

Certified Customer Experience Design, Detail and target-oriented candidate with strong organizational, time management ability, skilled in planning, scheduling and meeting deadlines; with experience in customer relations. Professional to assess ineffective areas of customer journey uses outside-in philosophy for improving and designing services.  Lead CXX team to insure delivering customer experience mission. In 2016 Vodafone Egypt was recognized as one of best teams across VF group.  Implement customer experience improvements for 20 location chain of retail stores across 14 govern-orates in Egypt; resulted to record highest score at sales TNPS by 80%.  Fostered 30% increase in customer verbatim last 3 quarters by insuring effective communication to customers on all Digital touch-points through marketing campaigns.