Richard L. is the Head of Service Excellence at easyJet, where they focus on enhancing the customer experience across global operations and oversee service recovery strategies within 14 contact centers. Previously, as a Regional Customer Operations Manager at easyJet, Richard led international customer service centers and enhanced operational efficiency. They have extensive experience in customer relations, having served as Group Customer Relations Manager at Everest Home Improvements and as High-Level Complaints Manager at Tiscali UK. Richard is currently leading an AI transformation project at easyJet, aiming for integration across written communication channels by 2025.
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