Customer Experience Manager - Egg

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November 2002 to February 2004

Launched in 1999, Egg is the leading European provider of digital financial products and services.

At Egg I gained a wide range of strategic and operational marketing experience in both online and offline business channels. I also gained significant experience of project and programme management, with a track record of successful delivery of new marketing and customer experience propositions.

In November 2002 I was promoted to a broader role working in customer experience and marketing.

I was responsible for developing the direction, strategy and objectives for new marketing, sales & customer experience propositions at Egg. Having secured board approval for these initiatives I was then responsible for forming and managing a multi-skilled team to deliver the project.

The largest project I managed in this role was developing and delivering a new customer marketing experience for the online Egg credit card. This included developing strategies and projects for new customer information & communications, online application processes and back-end systems. This work delivered an 11% uplift in online conversion for credit card acquisition and significantly improved customer satisfaction levels whilst reducing application costs.

This role allowed me to consolidate my skills in marketing and proposition strategy development, as well as successful delivery of marketing programmes with budgets between £50k and £2m. I gained strong all round business management skills and benefited greatly from managing internal teams and third party suppliers.