European Director of Customer Experience Liberty Global
As European Customer Experience Director at Liberty Global, Rod leads a direct and indirect Customer Experience team in support of Liberty’s 3 year transformation plan necessary to maintain business growth. Rod's focus is on changing the cultural and operational perceptions of our customers to achieve strategic ambitions.
• Driving business change through customer understanding
• Development and adoption of a Global CEX Strategy
• Global Customer performance measurement (NPS, CSAT)
• Customer insight generation through metrics, Journey Mapping, surveying and testing of processes, products and services
• Management of CEX Corporate team and coordination of local execution teams
• Value model establishing value of improved customer experience
• Direct responsibility for multi $m CEX budget
Check out the incredible speaker line-up to see who will be joining Rod.