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Kerri Ricketts
Customer Experience - Customer Strategy - Change
Professional Background
Kerri Ricketts is a distinguished and passionate customer champion whose career has been marked by a consistent track record of transformation and innovation across various sectors, including retail banking, commercial banking, and transport. As the current Head of Customer Experience at Govia Thameslink Railway (GTR), Kerri has honed her skills in leading customer-centric initiatives that prioritize exceptional service delivery and stakeholder satisfaction. Her extensive experience in direct customer-facing leadership roles has empowered her to implement significant change programs, ensuring that organizational priorities align seamlessly with customer needs.
Kerri's expertise encompasses a wide range of sectors. She has continually demonstrated her ability to deliver strategic priorities and visions through clear and actionable roadmaps while driving change across business functions. Known for her remarkable stakeholder management skills at the most senior levels, she effectively communicates actionable priorities that yield sustainable benefits for businesses, customers, and broader stakeholders alike. Kerri has an innate talent for identifying opportunities and anticipated risks, crafting compelling rationales for action that inspire and motivate teams to embrace change.
Her previous positions have seen her at the forefront of customer experience initiatives at HSBC Retail Banking and Wealth Management, where she has held numerous key roles. Kerri served as the Regional Head of Customer Experience (Europe), a position that allowed her to shape and elevate customer experience on a broader scale. She also excelled as the Senior Customer Experience & Customer Relations Manager Group Propositions, focusing on strategic insights that lead to innovative solutions tailored for a diverse customer base. Throughout her journey, her dedication to enhancing customer interactions and the overall service experience has been unwavering.
Education and Achievements
Kerri's impressive educational background has been pivotal in shaping her career. She completed a BSc in Financial Services at the prestigious University of Manchester Institute of Science and Technology (UMIST), an institution known for its emphasis on research, performance, and the practical applications of finance and banking principles. This academic foundation provided Kerri with a robust understanding of the key dynamics within financial services, which she has leveraged throughout her career to champion customer-focused initiatives.
Additionally, Kerri holds a Bachelor of Commerce (B.Comm) degree from The University of Birmingham, where she majored in Marketing, Economics, and Finance. This combination of fields has equipped her with a holistic view of market dynamics and customer behavior, enabling her to implement effective marketing strategies that resonate with various target audiences. Kerri's educational credentials have undoubtedly played a crucial role in her ability to lead change and foster a culture of innovation in every organization she has been a part of.
Achievements
Throughout her illustrious career, Kerri Ricketts has achieved several notable accomplishments:
- Transformational Leadership: At Govia Thameslink Railway, Kerri has spearheaded initiatives that have significantly enhanced the customer experience, reflecting her commitment to championing customer interests.
- Strategic Roadmaps: Kerri has developed and executed measurable strategies that translate complex organizational objectives into clear roadmaps, enabling teams to align their efforts towards common goals.
- Stakeholder Engagement: Known for her exceptional communication skills, Kerri has successfully cultivated relationships with senior stakeholders, ensuring that customer priorities remain at the forefront of decision-making processes.
- Innovation in Banking: During her tenure at HSBC, Kerri played a key role in implementing customer experience innovations that transformed how the bank engaged with its clients, setting new standards for service excellence.
- Mentorship and Development: Kerri's journey emphasizes not only her success but also her desire to uplift others in the field. She has actively mentored colleagues and emerging leaders, fostering a culture of continuous improvement and development within the organizations she has served.
- Research and Insight Driven: Her experience with customer insights and data analysis has led to the identification of strategic opportunities that have informed corporate strategies, further underscoring her impact on customer-centric transformation efforts.
Kerri's blend of academic knowledge and extensive professional experience uniquely positions her as a leader in the customer experience space. Her passion for innovation, combined with her thoughtful approach to customer needs, has yielded substantial benefits for her organizations and the individuals they serve. Kerri Ricketts continues to make a positive impact in every role she undertakes, advocating tirelessly for the voice of the customer and driving meaningful change across industries.
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