Emma Strange

Background

About Emma Strange

I used to be a prison nurse. An unusual start for a strategic leader in customer-centric service operations, perhaps. But that's the point - it's oddly satisfying to synthesise such diverse experiences into a strategic vision. The complexities of prison life and deciphering the diverse personas of inmates, set the stage for my move into customer-centric services, shaping me into a leader valuing strategic thinking and empathetic leadership - championing the underdog and amplifying the voice of the customer, even in challenging situations. Transitioning to pharma, I applied my data-driven mindset to strategy. Blending data insights (a peculiar joy of mine) with strategic thinking, precision was key in crafting strategies for customer-focused roles. Today, as the Head of Customer Services, I find myself at the convergence of visionary aspirations seated on the leadership team and hands-on execution. I turn those 'lightbulb' moments into practical, delightful experiences for customers. My experiences have taught me invaluable insights about myself: Strategic Visionary: I love using design thinking to pioneer transformative strategies - like integrating AI to reduce ticket numbers by 20%. Data-Driven Execution: I geek out deriving impactful solutions from vast data, turning complexity into simplicity and chaos into order. Customer-Obsessed Excellence: I nurture a team culture where every customer feels valued, transforming ordinary service into extraordinary delight, resulting in an exceptional 99% satisfaction rate Unique strengths: I'm a strategic thinker at heart, embodying my top 5 strengths - Futuristic, Intellection, Focus, Analytical, and Input. A rare blend at 1 in 33 million (my Clifton Strengths™ report doesn't lie!) Team Growth and Development: I can lead teams from 10 to 100 people, championing growth and individual development. My strategic journey, grounded in data and adaptability, spans boardrooms, the pharmaceutical industry, and prison nursing. If I can handle complex disputes, global clinical trials, and inmates, I'm well-prepared for any challenge! If you seek a leader who effortlessly channels the 'Voice of the Customer' into a symphony of data-driven, customer-centric strategies, let’s connect! Strategic innovation isn’t a luxury; it’s key to exceptional customer experiences. Ideal for roles heading up Customer Services, Operations, or Customer Experience. Specialties: Operations Leadership Data-Driven Strategies Execution of Big Ideas Project Management Customer-Centric Approaches