Hannah Bayliss

Designed and implemented an Operational Readiness framework, aligning strategic change delivery with operational service excellence. Led global teams across change, learning, quality, knowledge management, and continuous improvement, achieving an 82% engagement score in collaboration and innovation initiatives. Integrated customer sentiment analysis into quality management, driving actionable insights to enhance service performance. Introduced AI-based decision-making tools to streamline operational processes and accelerate time-to impact for service improvements. Fostered a learning-driven culture across Customer Service Operations, embedding continuous improvement mindsets at all levels.

Defined and delivered the Customer Experience strategy for Europe, embedding customer insights and operational governance across regions. Achieved $10M in savings through the design and implementation of digital self-service models, with a 13% reduction in operational costs. Built a modern learning ecosystem focused on customer-centric mindsets, achieving an employee engagement score of 84%. Established the European Voice of the Customer governance model, aligning cross-functional teams to drive measurable service improvements.

Spearheaded AI and automation initiatives to optimize service performance, improve NPS by 3 points, and realize operational efficiencies.

Directed a £167M capital portfolio, improving project delivery reliability by 14% while increasing project volume by 57%. Developed governance frameworks to optimize supplier management and operational delivery during large-scale IT transformations. Negotiated strategic supplier contracts to enable smooth IT sourcing transitions, improving cost efficiency and service continuity.