Fiona Hutchison

Interim Customer Experience Director

Appointed by the CEO and COO to rebuild CX under exceptional demand: redesigned service model and SLAs, implemented CRM and AI-enabled support, outsourced first line, upskilled the team and reduced departmental cost while supporting an international launch.

Customer ExperienceCRMAIService DesignOutsourcingTeam Leadership

Director of Operations

Built UK operations from zero: CX, facilities, HR and payroll, budgets, governance and compliance. Executive sponsor for company-wide PCI DSS Level 1: built the readiness case, aligned SLT across UK and Australia, led every assessment interview; certified first time.

OperationsPCI DSSComplianceCXHuman ResourcesPayrollBudgetingGovernance

Global Head of Customer Experience

Won board approval to re-engineer support customer-first: transaction load down 60%, touchpoints 2.7 to 1.2, response 24h+ to under 30 minutes; absorbed 30% volume growth on 20% less cost. Deployed AI chatbots, automation and CRM; local-language support across 114 countries; built incident, fraud and partner-reporting functions; implemented GDPR.

Customer ExperienceAIChatbotAutomationCRMGDPRIncident ManagementFraud ManagementPartner Reporting

Head of Work-at-Home, EMEA

Designed SYKES' first EMEA remote operating model end to end (employment frameworks, recruitment, training, performance, technology); piloted and scaled into BAU.

Remote OperationsOperating Model DesignRecruitmentTrainingPerformance ManagementTechnology

Head of Service / Interim Site Lead, South Africa

Relocated to Johannesburg with full P&L, people, facilities and client accountability; scaled the site from c.200 to 750 and launched three new lines of business during peak.

P&L managementPeople ManagementFacilities ManagementClient ManagementScaling Operations

Head of Site

Teleperformance

End-to-end ownership of a 1,500-person operation for a major UK retailer through peak: client, operations, P&L, HR, recruitment and scheduling.

Operations ManagementP&LHuman ResourcesRecruitmentSchedulingClient Management

Client Delivery Director, Inside Sales & Customer Success

Moved EMEA SaaS and technology sales from transactional to relationship-led selling during a divestment; delivered £124m quota; built Customer Success structure and lifted renewals.

SalesCustomer SuccessRelationship ManagementSaaSTechnologyRenewals

Senior Manager, Account Operations

Led an efficiency programme for a global bank: migrated multilingual operations from Barcelona to Edinburgh, delivering c.£2m first-year savings, and secured the account's first PCI DSS Level 1 compliance. P&L and client ownership from RFP through MSA/SOW to deployment; designed and built CRM for three global clients.

EfficiencyMigrationPCI DSSP&LClient ManagementCRMRFPMSAsSOW