Payal has been with Three since 2007 and during those
years worked on a variety of roles related to Customer Experience and Quality
Management across customer touch points.
Three is a mobile network
operator in the UK with a customer base of close to 10mil and a turnover of
over £1bil and has the aspiration to be the Best Loved Brand in the UK by 2021
with double the Customer base and NPS.
Her current remit at Three
involves leading a large team that’s accountable for:
and prioritising the initiatives that go to market including impact assessment
and post implementation reviews.
customer solutions, journeys and processes that go to market.
customer experience (including NPS) across touchpoints and generating insight
from channels to deliver continuous improvement.
service and operations support to channels.
5.E2E supply chain
Payal is the business owner
of Three’s CX transformation program and has been leading the set up of
feedback loops to improve the way Three listen to and act on customer feedback.
Payal has led CX programs in the past that have resulted in double the NPS and
half the number of customer complaints saving operational costs while driving
growth and revenue.
a graduate from the Mumbai university with a Bachelors Degree in Commerce.
She’s a Six Sigma Green Belt. Payal is from Mumbai, India but now lives in
Maidenhead, Berkshire with her husband.
Check out the incredible speaker line-up to see who will be joining Payal.