Drive customer experience excellence without the overhead of a full-time executive. As a Fractional CX and Contact Centre Leader, I bring strategic expertise, operational insight, and a people-first approach to transform your customer service function.
· Scalable Leadership: Gain executive-level guidance tailored to your business needs - whether for a few days or on a project basis.
· Customer-Centric Strategy: Align your contact centre with evolving customer expectations to drive satisfaction and loyalty.
· Operational Efficiency: Optimise processes, technology, and talent to enhance performance and reduce costs.
· Team Empowerment: Build high-performing, engaged teams with the right coaching, culture, and KPIs.
Keith is a dynamic and results-driven customer experience and contact centre leader with a strategic vision and proven operational expertise in transforming customer satisfaction and performance. He has success in multi-industry roles across Retail, Travel and Transport, Healthcare, Utilities, Financial Services and BPO.
Known for innovative problem-solving, stakeholder influence, and sustainable process improvements, with a strong record of NPS and satisfaction score enhancements, Keith is adept at balancing CX strategy with effective frontline performance and digital transformation.
Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. and is well versed in managing large teams in mass public facing organisations and directing customer services strategies.
Keith has high leadership impact, and delivers service excellence in public facing, people intensive and process based operations, with a rare combination of strategic thinking and operational delivery.
Keith leads from the front, motivates and gains respect, brings a freshness of approach and clarity of purpose. His constructive engagement with internal and external stakeholders leads to a highly effective influencing and communication style.
Keith has high EQ and a supportive approach that values people, and is a skilled coach and mentor that enables individuals to achieve their potential. This vision and commitment helps organisations deliver their objectives.
Core Competencies
- Customer Experience (CX) Strategy - Contact Centre Strategy and Operations - Digital Transformation - Voice of the Customer (VoC) - Process Optimisation - Data-Driven Decision Making - Persona Development - Customer Journey Mapping - Employee Experience - Coaching and Mentoring – Culture Change - AI - Outsourcing - Offshoring – CcaaS - WFM
Key Achievements
Boosted Net Promoter Score (NPS) by 32 points in 15 months through targeted CX initiatives.
- Directed award-winning customer transformation, achieving 25% complaint reduction in under 12 months.
- Led digital channel shift strategy, enhancing CX while driving operational efficiency.
- Improved customer satisfaction from 37% to 81% within 9 months
- Strategic review of Contact Strategy, Digital and Ecommerce customer journey
- Delivered customer focused culture change programme
- Persona Development and Customer Journey Mapping.
- Implemented new CCaaS platform for a Global Retailer
Together let’s deliver a CX and Operational strategy that achieves measurable impact