Emma L.

Wildcard
DISC Type : isc

Head of Customer Operations, Home Services at OVO

Dalgety Bay, Scotland, United Kingdom

Overview

Emma is a senior customer experience leader with over 24 years of experience in banking, insurance, and pensions. A graduate of the University of Chester, she specializes in leading large operational teams and managing both in-house and outsourced partner relationships to deliver strong business results.

While at Lloyds Banking Group, she led a telephony banking division of 1200 colleagues with an £18m budget, driving significant cost reductions and improving both colleague and customer engagement.

Personality Overview

ROI Driven

Requires Proof

Friendly But Slow

They are often friendly and nice, but can sometimes suprise you with their piercing questions  They typically tend to be late adopters even when they seem friendly and excited about what you have to sell They are unlikely to ever become strong champions even when the conversations are going well; you should focus on cultivating other champions

Topics They Care About

Customer Centricity
Her profile highlights customer centricity as a key personal attribute, with a career dedicated to customer service and experience across multiple industries.
Operational Leadership
Has a proven track record of managing large-scale operations, including a team of 1200 colleagues and an £18m budget at Lloyds Banking Group.
Team Development
Frequently posts about hiring for her team and is focused on building, developing, and engaging highly motivated teams to achieve success.

Media Appearances

Emma L. - Head Of Customer Operations, Home Services at Ovo .... Featured in TheOrg.com

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Work History

11-2020
Head of Customer Operations, Home Services at OVO
6-2015 - 10-2020
Senior Manager at Scottish Widows
2014 - 2015
Acting Head of Telephone Banking at Lloyds Banking Group
2013 - 2014
Senior Operations Manager at Lloyds Banking Group
2008 - 2013
Service Manager - Credit Cards at Lloyds Banking Group

Education

1995 - 1998
Bachelor's degree from University of Chester
1993 - 1995
A - levels from Sir John Deane’s colleage

More Information

Social Presence :

Prographics :

Exp : 28 Location : Dalgety Bay, Scotland, United Kingdom Job Level : Mid-senior Designation : Head of Customer Operations, Home Services at OVO
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Insights For Selling To Emma

During A Call Or A Meeting

DO's

  • Share testimonials from known people and give multiple examples of product value
  • Focus on immediate action-items rather than the larger goals
  • Persuade objectively how your product will help them achieve their goals

DONT's

  • Don’t overhype the product/pitch, keep it measured
  • Do not sound overly eager, modulate your energy levels especially if you are generally enthusiastic
  • Avoid phrases like ‘trust me’, ‘you will just love it’ etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Emma is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Emma

  • They are likely to give you a clear answer without taking you around in circles. However, if you share a good relationship, they might not be so forthcoming.

Insights For Deal Planning

    How fast (or slow) will Emma move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Emma take some risk or not?

  • They weigh all decisions systematically and are unlikely to take many risks.

You And Emma

Personality Compatibility


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