Rachel Smith

Head of Customer Experience, UK - Watford

I lead and develop our CX proposition. Working with a fantastic team of researchers, data analysts, UXers, designers, creatives, copywriters and strategists, we define and deliver outstanding digital experiences for our clients’ customers and employees.

I was attracted to working here because of the brilliant clients, like-minded people, inclusive culture and future-facing mindset. I wanted to produce great work that pushes boundaries and causes a positive impact to our clients’ customers and bottom line. And I’m pleased to say that we do.

I’m really passionate about customer and employee experience. I’m pleased to see the growth in this sector, and that clients are making platform and system changes, or site redesigns informed by analytics and customer insight.

If I could put something into Room 101 it would be yo-yos. I never understood the joy of a yo-yo, especially when it gets tangled up.

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