Maggie Chandler

Highly accomplished Customer Experience Director, with broad B2B expertise across diverse industry sectors, adept at driving customer focus across organisations to achieve client satisfaction, retention and business growth. Key strengths include: driving best-in-class customer experience - balancing strategic objectives with client insights, instilling simple messaging and executing initiatives to realise commercial benefits; developing strong stakeholder relationships - understanding cross-functional challenges and motivations to build trust and inspire action; delivering business transformation - creating futureproofed strategies, adapting people, process and technology and selling the benefits to achieve buy-in as well as agreement to change; and leading high-performing teams - setting clear expectations and coaching individuals to shape and accelerate career progression.

May 2021 to December 2023: Skanska UK: Customer Experience Director

Skanska is a leading UK contractor, helping construct, upgrade and maintain the country’s buildings and infrastructure, with 41,000 employees across 11 countries and 2020 revenues of $17.2bn.

• As Customer Experience Director, developed and delivered strategy to support the goals and objectives of the 3-year business plan, reporting to the Executive VP Customers and Markets  and latterly the CEO.
• Led a team of 5 Strategic Account Directors, Customer Experience Insight Manager, 2 Customer Experience Managers and the Public Affairs Director.
• KPIs focused on: revenue, margin and customer NPS.
• Manage and forecast Customer Experience programme budget.
• Assembled and developed high-performing team, including customer experience specialists, strategic account managers and public affairs, built on a culture of integrity, trust, respect and fun.
• Developed over-arching UK value proposition and bespoke propositions for strategic / major customers, delivering colleague workshops to aid understanding / usage in customer meetings, proposals and bids.
• Collaborated with customers and colleagues to create a set of principles to drive consistent customer-centric behaviours, designing and delivering e-learning to aid cross-business implementation.
• Participated in the executive development programme, leading a global team who developed recommendations on building long-lasting and profitable customer relationships.

Key Projects & Achievements:

• Refreshed process for acquiring customer experience insight, underpinned by targets and continuous improvement practices, improving NPS from -3 at the end of 2020 to +36 at the end of 2023.
• Achieved above company average scores for both employee engagement and excellent leader indices.
• Designed and delivered strategic account management development programme, shaped around best practices, winning key contracts with National Highways, Network Rail and DIO and awarded external certification by The Association of Key Account Management.

Mar 2017 to Apr 2021: Lloyd’s Register Group: Customer Experience Director

Lloyd's Register is a technical and professional services organisation and a maritime classification society, wholly owned by the Lloyd’s Register Foundation, a UK charity, with 3,600 employees.

• As Customer Experience Director, led the development and delivery of the global customer experience strategy, reporting to the Chief Marketing Officer.
• Led a team of 2 Insight Managers and 3 Customer Experience Managers.
• KPIs focused on: Customer NPS, complaints and financial targets.
• Joined as an interim and offered a newly created permanent role in July 2017.
• Created customer experience vision / strategy, underpinned by a continuous improvement approach and customer focused performance dashboards that permeated thinking at all levels of the organisation.
• Introduced new complaint management process which, alongside a programme to ‘fix the basics’, delivered improvements in responsiveness, timeliness and quality across the entire customer journey.
• Led the Business Assurance team to map the customer journey, identifying areas to improve ways of working, leading to increased customer and employee satisfaction.
• Identified areas most under threat from competitors, re-shaping offer to drive revenue and retention.
• Developed and delivered all-colleague training to raise awareness of everyday actions that drive a consistent customer experience, launching the mandatory customer experience academy.
• Introduced new Customer Focus behavioural and leadership framework, now an integral part of the performance management process for all colleagues.
• Collaborated with Salesforce and the Technology Director, developing a plan to automate basic customer service functions, allowing Marine employees to re-focus efforts on revenue generating interactions.
• Managed and forecasted the Customer Experience programme budget.

Key Projects & Achievements:

• Established global customer insight program to drive an ‘outside in’ approach to prioritisation and delivery of business improvement activities, increasing transactional NPS from +25 to +36 in 2 years.

Earlier Career

• 06/2015 to 01/2017: Thames Water: Interim Customer Experience Transformation
• 06/2012 to 12/2014: BT Wholesale: General Manager Customer Retention
• 04/2011 to 05/2012: BT Group: HR General Manager Complex Case Investigation
• 02/2006 to 03/2011: BT Wholesale: General Manager Customer Satisfaction
• 02/2005 to 01/2006: BT Wholesale: Head of My Customer Program

• Skanska Top Executive Program: IMD Switzerland
• Diploma in Social Media Marketing: Shaw Academy
• Fast Track MBA: University of Nottingham
• Diploma in Management Studies: University of Hertfordshire
• IPM Stage 1 Foundation: University of Hertfordshire