Suzie Leckie

Partner,
Customer Service Experience

+ 44 (0) 7367 602820
Email Suzie
Via LinkedIn

Technical Skills

Proposition and product ownership
Ecommerce and development roadmap
Customer journey development
Omnichannel strategy
Digital transformation
Product road mapping

Sectors

Telecoms
Ecommerce
Utilities

Suzie Leckie is a highly experienced product expert, skilled at developing innovative digital products and enabling digital transformation through technology and business process change to deliver a step-change in customer experience. She is s a Scrum Alliance Certified Product Owner and has a Post Graduate Diploma in Direct and Digital Marketing (IDM).

With over 10 years working within FTSE100 companies, Suzie has catalysed innovation, established better working practices and led/coached teams to exceptional performance levels. She has extensive and deep travel industry knowledge, having worked for leading brands such as Virgin Holidays and Hilton Hotels, as well as operating across telco, which includes supporting EE and Vodafone, and media and market research organisations including Kantar.

Key achievements include:

New Product Development: Led the Award winning Sky Service App from idea to launch achieving over 120,000 users in the first 2 weeks, a key driver of the Digital First strategy
Customer Experience: Transformed the post booking customer experience and communications as part of the CRM strategy at Virgin Holidays. Achieved +12% in digital self service
Digital Transformation Programmes: programme definition, team formation and execution at PRS for Music, Kantar

Suzie has proven experience in:

Proposition & product ownership/management
Concept research, ideation & development
Requirements capture & analysis
Data-driven roadmap development
Digital product, partner selection & procurement
Business case development
Budget & P&L management
User/customer experience management & service design
Ecommerce trading, conversion rate optimisation
Value-led agile project leadership
Team development through coaching & mentorship
Change management

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Suzie can help you to:

Rapidly evolve new digital products – developing roadmaps and aligning people and processes around technology
Define and deliver major transformation programmes spanning omnichannel, ecommerce, digital, telesales and strategic system improvements
Adopt user-centred design, applying data-driven insights and executing projects in agile, and optimising/maturing agile performance within teams
Ensure business needs are commercially matched to defined key performance metrics
Product development revolves around competitor and user research and performance is data-driven