Scott Worth is joining us as our new Director of Customer Experience

Scott Worth will be joining our Senior Leadership Team (SLT) as Director of Customer Experience on Monday 30 January.

He will join us from Central Co-operative where he held a number of roles over the past ten years.

In his current role, Scott leads the Digital Enablement function which includes driving digital innovation, particularly in the customer and membership space.

Prior to this, Scott headed up the Intelligent Automation Centre of Excellence providing strategic leadership for the creation and development of the centre. He also developed their strategy and vision for robotic process and intelligent automation and operational excellence activity.

Scott said: “I am very excited to be joining Citizen. I wanted to work for an organisation that really lives up to its social purpose and I see this in the great work that Citizen is doing across the region.

“I see a shared set of values and principles across the Central Co-op and Citizen – all with one common purpose – supporting the communities in which they are based. I also love the values of the organisation – being brave, honest, and ambitious and committed to our citizens”.

Scott added he is most looking forward to making a difference to the communities we serve and supporting colleagues, enabling them to be at their best.

He is also looking forward to investing time to understand what we do brilliantly across the customer experience directorate, what could be even better, and how Citizen’s purpose and values are brought to life by colleagues.

Scott added: “I’ll initially be working on understanding our strategic priorities to enhance the customer journey (driven by customer insight!) and begin to build the road map of deliverable actions to continually improve our engagement experience.

“I am really excited to be leading further innovations, ensuring we provide the most appropriate customer experience – one that is memorable and efficient. I plan to do this by establishing strong relationships to support collaborative innovation and our approach to the upcoming consumer regulation standards.”

Our Chief Operating Officer Mads Nelson said: “Our Director of Customer Experience is an exciting and challenging role – and will play a vital part in leading our customer service and engagement teams through the development of our customer service transformation by embedding customer engagement in everything we do.

“This role supports our crucial mission to making sure our customers receive high-quality, tailored communication as part of our commitment to achieve customer service excellence.

“I’m really looking forward to Scott joining our Senior Leadership Team and to him playing a central role in shaping our future.”

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