- Job title: Customer Journey Team Manager
- Country: Belron International
- Length of service: 28 years
Stephen has a tireless passion for creating a memorable customer experience, which can be felt around the globe. He was an architect of the Customer Journey/Experience Map which provides clarity, focus and opportunities for sharing best practice to improve our customer experience. He has built a brilliant Connected Customer community consisting of experts from across the business who regularly share with one another. He was also behind the First Friday Clubs, a mechanism for the continuous sharing of best practice across the business to improve our customer journey.
Stephen does not profess to have all the answers but what he does have is the determination and confidence to start a conversation any time he feels there are opportunities to improve. His ability to communicate and share is simply outstanding. One of the very best at engaging and sharing best practice, his impact is felt far and wide; giving support to our smallest businesses and franchises right up to the biggest business units.
For his own team, he provides fantastic development opportunities, for example organising a presentation skills course which helped those who hadn’t the confidence to present, stand up in front of over 50 people and do just that, achieving fantastic feedback.