Emma-Louise Veitch CMGR FCMI
Founder and Customer Experience Expert
Customer Experience is something I’m hugely passionate about, and I’ve been extremely lucky to work with some incredible people and businesses, who’ve believed in customer-centricity and enabled my passion to thrive by supporting my strong belief in a ‘customer first’ culture.
Having overall responsibility for the development, implementation and management of the Customer Experience strategy for Feelunique, a global online beauty retailer and largest in Europe, is without a doubt a huge highlight for me. Part of this strategy involved implementing a successful customer insights program enabling customer-centric solutions and consistency to be driven throughout the business.
In addition, I’ve implemented and developed an award winning Customer Service Team alongside the channels/platforms to ensure a best in class customer experience. For this, I was personally recognised at the UK National Call Centre Awards.
I’ve even been lucky enough to work with a different type of customer…Bats!! Using my event and project management experience whilst working for HSBC International, I managed and led the build of the award winning bat tunnel at Durrell/Jersey Zoo - the first sustainable building of its kind in the Channel Islands and the largest Corporate Sustainability project HSBC has ever taken part in.
Raising money for Teenage Cancer Trust and Jersey Hospice Care, has also been a huge part of my life. It’s the reason why I founded the ‘Jersey By Invitation Only’ annual ladies lunch which has raised in excess of £61,000. Part of its success was ensuring the ladies (customers) came and had a brilliant day and wanted to come back time and time again! Creating a magical day of fun and facts whilst raising much needed funds was essential. I’ve loved every minute of organising these events and I’m incredibly grateful to these wonderful ladies for their loyalty to this event.
In addition to my wealth of experience, I'm an appointed board member of the ‘Statistics User Group (SUG)’, who have the primary function of overseeing the quality, relevance and integrity of statistics compiled by or on behalf of a public authority.
I'm also a certified Life Coaching Practitioner and have qualifications in Strategic Management and Leadership for Directors responsible for organisational change and Chartered Fellow status with the prestigious CMI.
Being a guest lecturer at Highlands College is also important to me and I love to combine my passion for all things customer with my ability to implement solutions, whether large or small.