Neville Bygrave

Senior customer-facing operations and service delivery professional with more than 20 years of experience across SaaS, insurance technology, client relationship management and operational leadership. Proven track record of managing strategic client relationships for major UK insurers and brokers, improving SLA performance, enhancing incident management processes and delivering successful migration and acquisition programmes.

Customer Success Manager - CDL (Cheshire Datasystems Ltd)

(2025-11 - 2026-02)

CDL are a computer software company a specialist SaaS solution provider, providing software solutions to the personal insurance industry of insurers and brokers, working in a team of 10 and looking after some of the organisations key clients, including Aviva, Sainsburys Bank, AJ Gallagher, AXA and iGO4 to name a few.

• As per Service Delivery Lead role...
• Manage client relationship activities
• Conduct regular client engagement
• Aid clients with discovering new solutions to alleviate any challenges
• Regular in-person and online review meeting
• Working with both internal and external workstreams across the business

Service Delivery Leader - CDL (Cheshire Datasystems Ltd)

(2016-11 - 2025-10)

• Manage service management and client relationship activities for a number of CDL client's
• Actively build, manage and maintain key relationships with assigned clients and deputise for colleague clients
• Chair regular broker Monthly and Quarterly Service Reviews
• Act as a client escalation point for client UAT and Live issues impacting any services
• Manage investigation and resolution of issues raised by clients
• Work with clients and internal workstreams to agreed deadlines
• Handle feedback professionally
• On-board new clients onto CDL platforms
• Work within project with new and existing customer platform migrations

Insurer Product Development Manager - CDL (Cheshire Data systems LTD)

(2010 - 2016)

Working in a team of 6 looking after some of the organisations key clients, including LV = Liverpool Victoria, Zurich and iGO4.

• Manage high income generated development projects
• Manage insurer and broker product developments from initial specification to live release
• Actively build, manage and maintain key relationships with clients
• Management Information (MI) and Analysis
• Manage costs and scheduling including negotiations and discussing and finalising terms
• Using Agile project methodologies where applicable
• Manage numerous work-streams or projects at any one time
• Investigation and resolution of issues raised by clients
• Working to agreed deadlines
• Manage development of insurer panel for new broker launch and all future insurer development activations
• Handle feedback professionally

Broker Software Technician - Quality Assurance - CDL (Cheshire Data systems LTD)

(2006 - 2010)

Joined CDL as a member of the Production Operations department. Working as a key member of the Technical support team, and regularly called upon for my knowledge within the insurance industry, and experience as an end-user.

• Audit and test products built by programmers to ensure they met the requirements and standards of the clients and CDL
• Excellent understanding of personal lines insurance
• Providing underwriting support
• A referral point for all colleagues in the department due to extensive knowledge and nature to mentor and support
• Main tester for all large insurer product development within the department
• Complete full end to end testing prior to delivery to client

Insurance Consultant - Wilsons Insurance Group

(2004 - 2006)

F. Wilson Insurance Group was an independent insurance broker with a direct approach to customer satisfaction, working with personal lines and commercial insurance customers to assist with all their requirements. They became known as Bollington which was formed in 2017 through the merger of Bollington Insurance Brokers and F Wilson Insurance Brokers, which was then acquired by AJ Gallagher in 2021.

• Sourcing the best option for the customer, be it the most cost effective or cover specific insurance
• Dealing with clients at all stages, new business, mid-term adjustments and renewals
• Liaising with the underwriters
• Dealing with high valued, complex household insurance
• Managed client accounts

Customer Service Advisor - The Co-Operative Insurance

(2003 - 2004)

Neville worked within the Manchester city centre branch of the Co-operative as a customer service advisor dealing with mainly the motor insurance, but also dealt with customers that had queries regarding ISA accounts. Neville worked within a service team which he interacted with potential new customers, supported other departments during busy periods and booked appointments for clients including visits from financial advisors.

• Handling motor insurance queries
• Dealing with prospective customers
• Upselling to current customers
• Completing authorised transactions on accounts

Merit Sales Assistant - Next

(2000 - 2003)

Branch Staff (various roles) - JD Sports Plc.

(1998 - 2003)

City and Guilds Entry Level 3 Award - Vehicle Systems and Body & Paint Maintenance - Trafford College (2009-09 - 2010-06)

Advanced VCE in ICT - ICT - South Trafford College (now Trafford College South Campus) (2000-09 - 2002-06)

A-Levels - Information Technology, Geography, Art & Design, and General Studies - South Trafford College (now Trafford College South Campus) (1998-09 - 2000-06)

GCSE's - English Literature, Graphic Design (Technology), French, English Language, English Oral, Art & Design, Geography, Maths - Jeff Joseph Sale Moor Technology College (1993-09 - 1998-06)