Jane McGovern

Captain
DISC Type : DS

Head of Customer Processing at Affinity Water

United Kingdom

Overview

Jane is an accomplished Head of Customer Contact and Operations with extensive experience in B2C and B2B environments. She excels at transforming customer experience, demonstrated by dramatically improving NPS from -47 to +34. Colleagues describe her as a passionate, inspirational, and customer-obsessed leader who is also a skilled motivator.

Outside of her professional roles, Jane is deeply committed to compassionate communication, holding certifications in deep listening and conflict resolution. She took a significant career break to provide full-time care for her sister, who was recovering from a rare neurological disorder, showcasing immense personal resilience and empathy.

Jane once increased her teams employee Net Promoter Score (eNPS) from a -12 to an impressive +90.

Personality Overview

Planner & Achiever

Long-Term Thinker

Decisive But Calm

They exhibit a rare combination of being result-oriented but patient at the same time.  Reading between the lines and seeing beyond your words comes naturally to them. They are very professional in their approach and can weigh multiple perspectives together.

Topics They Care About

CX Transformation
Proven ability to drastically improve customer satisfaction metrics, such as raising NPS scores by over 80 points by removing blockers and improving processes.
Employee Engagement
A skilled leader and motivator who successfully increased team eNPS from -12 to +90, demonstrating a strong focus on people leadership and team morale.
Operational Efficiency
Has a background in Lean Six Sigma and excels at performance management and coaching teams to drive both efficiency and effectiveness in operations.

Media Appearances

Jane has no verified media appearances

Work History

6-2024
Head of Customer Processing at Affinity Water
11-2023 - 6-2024
Customer Experience Manager at Affinity Water
12-2022 - 10-2023
Carer at Caring for sister
2-2022 - 12-2022
Head of Sales Contact Centre Manager at Retail Merchant Services, a SaltPay company
11-2020 - 9-2021
Senior Operations Manager at Domestic & General

Education

City & Guilds 709 from East Herts College
Education details unavailable from Howden School

More Information

Social Presence :

Prographics :

Exp : 5 Location : United Kingdom Job Level : Mid-senior Designation : Head of Customer Processing at Affinity Water
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Insights For Selling To Jane

During A Call Or A Meeting

DO's

  • Let them know of potential risks but suggest mitigation methods alongside
  • Focus on the results that your product produces, expect some strategic questions in return
  • Come across as a trustworthy professional and be respectful, they usually know their game

DONT's

  • Don't go over them unless you are left with no other option
  • Avoid putting conscious effort into relationship-building
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jane is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Jane

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Jane move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Jane take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Jane

Personality Compatibility


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