Leslie Dickinson

Dickinson Consulting helps organisations unlock the full potential of their customer operations by blending deep expertise in CX strategy, operational excellence, and digital transformation. I partner with companies to reduce contact rates, embed AI-powered tools, and redesign service journeys that balance efficiency with empathy. Drawing on 20+ years of leadership across Europe in high-growth, complex environments, I deliver pragmatic strategies that cut costs while improving CSAT, FCR, and employee engagement. Whether it’s scaling teams, re-architecting processes, or preparing for next-generation AI solutions, Dickinson Consulting offers a trusted, hands-on partner to turn customer experience into a true business growth driver.

I guide and develop our CX teams while driving pan-EU strategy, ensuring every interaction strikes the right balance between empathy, efficiency, and innovation. My focus is on building the next generation of customer experience: blending human expertise with AI-powered tools, simplifying complexity, and creating career pathways that allow our people to thrive. Highlights include steering multi-phase transformation programs to make service more accessible, embedding new digital support channels, and preparing the ground for next-generation voice and AI-driven solutions. I collaborate closely with Product, Ops, and Compliance partners to keep customers at the core of decisions, while empowering our specialists and leads to do their best work.

I lead the development and execution of a tailored customer experience strategy aligned with company goals. Utilising market analysis and customer feedback, I identify opportunities and implement stage-specific plans. I oversee cross-functional teams, ensuring alignment with objectives and driving scalability and cost-efficiency. Collaborating with senior management, I adapt strategies to market changes and financial constraints. Performance metrics guide continuous improvement efforts. Below are my notable accomplishments: - Expanded the CX team from 25 to 200 members in just 6 months by utilising external resources and direct recruitment for key internal positions, whilst maintaining high levels of customer and employee satisfaction. - Established and expanded the CX department from inception whilst showcasing invaluable expertise in CX and CS implementation for the organisation. - Led launch of Customer Centricity initiative for entire company, encompassing implementation of customer KPI data tracking, employee customer sponsorship, and mandatory CX training days for all staff. - Reduced 60% post-order Customer Contact Rate through product improvements and implementation of self-service tools and automation. - Boosted 100% agent productivity by simplifying tools, increasing automation, introducing templates, streamlining processes, and reducing escalation rates by 85%, resulting in capacity increase and improvement in service levels. - Implemented company-wide Voice of Customer feedback loop to drive process and product changes across various internal stakeholder teams which drove a 20-point increase in Customer Effort Scores. - Utilised advanced knowledge of various tools, streamlined processes, and performance measurement and management techniques to develop and execute robust strategy to enhance service experience for a large B2B multinational

I provided outstanding guidance in managing the daily functions of a diverse Customer Service Center and supervising a skilled team of 800 staff members in both business-to-business and business-to-consumer environments. I executed an international approach at the community level, resulting in tripling the site's ability to manage global requests while keeping costs per full-time employee consistent. My major contributions include: - Played integral role in global policy decisions. - Achieved top-performing status for the booking.com CS site and enhanced staff satisfaction. - Collaborated with the Global WFM Director to revamp and implement all Workforce Management practices and procedures for the global team - Enhanced site capacity by 300% to meet rising global demand and maintained stable FTE costs; accomplished by constructing a new site and negotiating rental and fit out expenses.

I successfully coordinated and enhanced the efficiency of a virtual call centre with 6 divisions and a team of 230 staff members, while also supervising the entire customer process from sales to post-sales retention tactics, which involved managing underwriting and approval services. The following were my key contributions: Served as final decision maker for multiple business and IT projects to implement regulatory changes and enhance customer journey processes. Spearheaded upselling and cross-selling efforts that resulted in monthly revenues of +20M€ for B2C consumer credit clients. Achieved 1M€ in annual savings by implementing a reorganisation strategy that streamlined operations and combined skill sets to promote versatility. Recognised as the "Best Customer Service" in 2012. Implemented the Voice of the Customer program at the board level.

European leader in holiday homes - 8800 employees • Management of 2 call centers – 150 employees • Responsible for sales of accommodation in tourist residences and related services to B2B and B2C customers • Rehabilitation of the call centres with the objective of improving customer satisfaction, sales performances and reducing costs. Improvement of sales performance (+12% in 2 years) Increased sales of add-on products (e.g. + 45points in insurance penetration) 20% reduction in operating costs

Founder of consulting firm DICKINSON CONSULTING (5 people), specialised in Customer Relation Management and optimisation of Contact Centres.

French market leader of home repair - 450 employees Creation of a Call Centre - 80 to 100 positions.