Michelle B.

Background

About Michelle B.

A career in law enforcement and leading IT change programmes on a major scale means I can get the most of any sized budget. I am used to working with limited resources and fully understand change management within public sector organisations. A proven track record of successfully leading digital and technology functions has led me to into Customer Experience to ensure that IT solutions continue to meet the business and operational benefits customers gain from their investment. A problem solver at heart, Customer Experience Manager by profession and public service specialist through experience I’m purpose driven, outcome focused and attracted to organisations on a mission to make a difference. Achieving results through relationships, tackling the ‘big’ issues and putting clear strategy and structure in place, I work at pace, with positivity and get everyone onboard. People focused, communicative and collaborative in my working style, I am energised by bringing people together to achieve ‘more’ and I’ve worked closely with partners across the public sector including local authorities and fire services. Involved chairing meetings, presenting and influencing towards a shared objective to improve user experience and services, achieve savings and increase impact. Each project and customer experience improvement activity has varied in complexity, and all involved managing relationships, securing support and engaging those impacted - achieving this through a combination of clear communication, newsletters, running roadshows and providing continuous opportunity for officers to ask questions and be involved. Head of Customer Experience Responsible for the development of the customer experience approach within the Public Safety and engage with customers from C level to end users to gain an understanding of their beliefs and confidence level in NECSWS products, delivery and support. Overall aim to ensure customers are realizing benefits from their investment and ensure we keep their business. Established strong relationships with customers, understand their needs and proactively address issues or concerns within the Public Safety – Control Room (police and fire), Operational Policing (records management and covert policing) Evidential Insights (digital asset management, biometrics and facial recognition). Champion showcase and masterclasses to improve customer retention through continuous touchpoints with customers about our products and services. Demonstrate success validated by increased customer satisfaction company customer satisfaction surveys.