stuart douglas

* Mapped key customer journeys to identify initiatives to improve customer experience including: proactive support, close the loop, policy overhaul and agent empowerment. * Transformed NPS performance from -20 to +20; the highest of any UK network. * Built an on-shore complaints team and by focusing on key drivers, moved from the most complained about network to the least within 3-years. * Championed NPS across the business and identified the drivers to transform performance, which won the UK Customer Experience Award in 2015 for Amazing CX. * Measured the economics of NPS and gained support from the board to the importance. * Managed 3 strategy managers and directed the company-wide customer experience blueprint.

* Appointed as the commercial lead for planning for the potential Three/O2 merger. * Working cross functionally with 80+ key players and created a plan to integrate the companies of over 32 million customers, subject to EC approval. * Defined commercial and shareholder return to create market leading products and returns.

* Created insight led propositions to attract and retain customers across all product lines: Contract Voice, SIM only, Pay-As-You-Go, Mobile Broadband. * Managed a team of 5 proposition managers to create propositions leading to the UK’s fastest growing network. * Directed game changing, market first propositions including: unlimited data, 4G at no extra cost, free 0800 calls, the lowest Pay-As-You-Go rates. * Defined and owned an 18-month roadmap to maximise the commercial return.

* Defined the Contract Voice proposition strategy to meet commercial targets. * Instrumental in growing the acquisition market share from 14% to 20%. * Created a market defining tariff, The One Plan which became the UK’s biggest selling tariff. * Introduced truly unlimited internet plans, ‘all-you-can-eat data’ to grow volume and margin. * Launched the iPhone and achieved market leadership with +30% share.

* Shaped the strategic direction for communication services to reinvigorate the category. * Owned the Broadband Talk (VoIP) P&L with over 1m active users, covering acquisition, usage and churn targets to meet business outcomes. * Developed next-generation communication devices from concept, design and user interface. * Evaluated future business opportunities for converged voice services across fixed and mobile: negotiated 80% cost saving for softphone client to ensure sustainability. * Launched pricing propositions to achieve commercial targets.

* Defined and launched devices covering: strategy, segmentation, positioning and campaign. * Led integrated campaigns with multi-million-pound budget to drive awareness. * Created launch events and incentive programmes to drive advocacy and sales.

* Product managed the launch of a new mobile internet service, i-mode within 9 months. * Led propositions and trading and achieved ranging in key channels to maximise sales. * Defined the handset range; managed selection, partner marketing and forecasting.

* Created propositions which doubled connections. * Owned trading, pricing and device ranging to achieve volume and margin targets. * Refocused the handset vendor joint marketing fund of +£10m to drive the company’s value.

* Devised channel incentive programmes to reward and retain business partners. * Planned and implemented international sales conferences and created channel accreditation programmes.

* Provided marketing leadership for an ambitious business transformation programme to replace all customer facing tools with a cloud-based, digital-first, omni-channel experience. * Directed teams of 50+, and inspired teams of 500+, ensuring that transformation was customer and business outcomes led. * Wrote the customer experience strategy and positioning to achieve the company ambition and gained buy-in through collaboration; internally and across the partner community. * Defined the proposition and experience capabilities covering over 4,000 user stories to meet customer needs and the growth and future markets ambition. * Led the change management programme within marketing covering organisational design, process engineering and stakeholder communication. * Planned the transformation release plan using Agile and design thinking methodology aligned to 5-year strategic plan. * Shaped the approach for customer migration covering tariff and experience rationalisation to make the process seamless and digital.