Hayley Kitson

Hayley Kitson is an experienced Business Consultant specializing in Voice of the Customer at NICE_Ltd. since February 2012. In this role, Hayley leads the development and management of customer experience (CX) strategies, focusing on journey mapping, KPI selection, and feedback collection. Responsibilities include training clients on product features, fostering a CX culture, and providing insights to improve CX performance. Prior to NICE_Ltd., Hayley held the position of Store Leader at O2 UK from 2004 to 2012, where duties involved coaching teams on customer experience strategies, conducting audits, and managing staff performance. Additionally, Hayley served as a Talent Delivery Advisor at O2 UK, delivering orientation courses for new starters and enhancing training materials. Education was completed at Waldegrave School For Girls from 1993 to 1998.