Why Can’t You Hear Us? Where the Customer and Employee Journey Converge
Chief Transformation Officer, Aster Group
In her role as Chief transformation officer, Rachel is leading a transformation in the way the business engages with its people to drive innovation, creativity, collaboration and productivity.
Responsible for the Aster Foundation, HR and talent management, communications, IT, business insight, innovation, sustainability and the project management office, Rachel ensures Aster has the strategic focus, as well as the tools required, to implement change, unlock efficiencies and support new ways of working which will have a positive impact on colleagues and customers.
With an academic background in psychology, Rachel understands how to get the best out of people and is a qualified change management practitioner.
Chief Operations Officer, First Choice Homes Oldham
Emma Davison is Chief Operations Officer at First Choice Homes Oldham, and is responsible for all of the customer-facing services including Neighbourhoods and Assets. Emma joined FCHO in February 2020 following an extensive career within the customer service industry, spanning sectors including retail, financial services and business process outsourcing.
Emma is passionate about promoting and sharing best practice from across different industries to help improve the quality of service that customers receive on a day-to-day basis.
Group COO, Aster Group
Emma joined Aster in April 2020 from Peabody Group and has 20 years’ experience in operational and strategic leadership. She successfully took Peabody and Family Mosaic through their operational merger, strengthening strategic customer focus; aligning repairs, housing and customer services.
With experience across multiple organisations both as an operational director and as a senior business improvement consultant, Emma has led a number of large scale transformation programmes, creating long-term business sustainability.
Emma is responsible for Aster Groups customer service transformation programme to modernise service delivery. She is responsible for a large directorate of over 1000 colleagues who provide and deliver services to Asters customers through the organisations in-house repairs and customer service team. She is also responsible for the groups property investment strategy ensuring that customer’s homes and communities are safe and well maintained.
Emma recently completed an Executive Master’s in Business Administration (EMBA) at Henley Business School achieving a distinction level qualification.
Director, Social Housing Practices, NSCG
Sarah leads the social housing practice at NSCG where she connects her clients with flexible talent that helps deliver substantive and sustainable change; shaping their organisations for the changing requirements of the customer base. As a business psychologist with over 20 years’ experience, she works closely with clients to find and develop the right people to drive business outcomes.
Date: 5th April 2022
Time: 13:00 – 15:30
Venue: Central London
If you would like to register your interest to attend the roundtable please click the link below.