Robert Reid

Experienced Customer Experience and Service Design leader with a proven track record of driving CX transformations for major UK organizations. Skilled in customer journey management, voice of the customer programs, and designing processes that deliver exceptional experiences across all channels. Adept at shaping strategy and influencing at senior levels to achieve measurable outcomes in satisfaction and revenue growth.

Passionate about mentoring and developing high-performing teams, fostering collaboration, and aligning efforts to a shared purpose that creates meaningful impact for customers.

Customer Experience Lead at Saga (2025-05 – Present)

• Designed the e2e customer journey map for the new affinity partnership for Car and Home Insurance
• Responsible for ensuring customer requirements, to support the new design, was agreed and emended across all the different workstreams within the program and delivered on time
• Designed the new customer design principles to be used across the brand for all current and new propositions.

SENIOR CUSTOMER EXPERIENCE MANAGER at John Lewis, Finance Services (2024-02 – 2025-05)

• Created the To Be experience for the new Insurance broker model, ensuring customer and business needs are aligned, with a clear roadmap for deliverables and outcomes
• Aligned CSAT and NPS surveys across 8 of our external suppliers to ensure we had an accurate measure and insight to understand the experience our customers have at each point of the customer lifecycle
• Delivered 4 digital initiatives across our insurance products to reduce 22% inbound contact through our digital channels and increased CSAT by 15 points.

SERVICE DESIGN MANAGER at British Telecom, Enterprise (2021-01 – 2023-08)

• Managed and coached teams of Service Designs ensuring we had the right skills and capabilities to support the business key priorities.
• I created the customer lifecycle architecture along with service blueprint design patterns, to drive quality and efficiency, ensuring all programs understood the needs of customers and our people.
• Create the customer experience vision and strategic roadmap to support group wide strategy and provide guidance and principles across the group.
• Created design communities in each of our strategic locations; including designers across Consumer, Business and Digital. Bringing creative minds together to solve business and customers problems at pace.

SENIOR CUSTOMER EXPERIENCE MANAGER at British Telecom, Enterprise (2019-10 – 2021-01)

• Managing the CX governance, working with Core function C suite senior management and regional senior leadership to develop and maintain distinctive, differentiated, and engaging customer experience propositions. Setting visual identity, tone of voice and considering differences between business lines
• Owning the Customer Experience Strategy, providing direction and commercially aligned briefs that enable a clear understanding of Customer Experience Methodology. Monitoring and reporting on Customer Insight and Customer Satisfaction health to ensure the long term financial and reputational success of the BT Brand by working closely with key stakeholders across the business
• Delivered and rolled out Enterprise CX journey library with 4 agile teams covering all customer segments and 34 touch-points across the CX life cycle, reducing the 'Design' timescales by up to 30% speeding up the product launch process

CUSTOMER EXPERIENCE MANAGER at British Gas, Consumer (2017-02 – 2019-10)

• Used data and insights to identify customer needs and outcomes, shaping the customer lifecycle architecture. Established clear metrics and developed a customer experience vision and strategic roadmap to guide group-wide strategy and principles.
• Designed a matrix team approach to support a digital transformation program ensuring a standard operating procedure across all digital teams resulting 52% of transactions being completed online
• Lead a portfolio of smart, customer experience & digital improvement initiatives to drive operational efficiencies and improved customer experience.
• Owning the Customer Experience Strategy, providing direction and commercially aligned briefs that enable a clear understanding of Customer Experience Methodology.
• Defining customer led measurement framework, forecasts, and customer targets to set the performance aspiration for the organisation by working closely with insight team across all lines of business B2B & B2C

CUSTOMER JOURNEY MANAGER at British Gas, Consumer (2013-06 – 2017-02)

Management role within the Customer Experience and Change team delivering improvements to end-to-end Customer Journeys