Paula Dean

A dynamic, forward-thinking leadership professional with a highly customer-centric mindset. An empowering leader, with over 10 years’ experience in customer service management, translates customer needs into business solutions and structured service propositions. Passionate about enhancing the customer experience, having invested the last 2 years to designing global training programmes.

A collaborative team leader, coaching teams with the right skills and expertise to ensure customers receive a high-quality service, thus securing long-term retention. A true people person with a vibrant, proactive manner, always exceeding expectations to deliver customer-led projects which inspire teams and strengthen customer relationships by way of my strategic vision, commitment and energy.

Experienced Learning Designer & Customer Experience Leader

Innovative Global Learning Digital Designer at Specsavers, designing engaging digital learning solutions to enhance leadership and partner capability worldwide. Previously Global Commercial Content Manager at Lotus Technology, leading multi-regional customer experience programs and training in seven languages.

Extensive background in customer service leadership, including roles as Customer Service Manager, Trainer, and Team Manager at Anglian Home Improvements and Align Roofing UK. Proven expertise in customer journey strategy, team development, training design, and stakeholder collaboration. Passionate about driving impactful learning experiences and enhancing customer service excellence.

Qualified Learning & Development Practitioner (Level 3) with a strong foundation in management (BTEC National Diploma) and team leadership (NVQ Level 2). Holds a BA (Hons) in Early Childhood Studies, complemented by a BTEC National Diploma in Early Years. Additional certifications include a GNVQ in Leisure & Tourism and GCSEs (11, including English & Maths).