Suzie Leckie

Customer Service Experience

Technical Skills
  • Proposition and product ownership

  • Ecommerce and development roadmap

  • Customer journey development

  • Omnichannel strategy

  • Digital transformation

  • Product road mapping

  • Telecoms

  • Ecommerce

  • Utilities

Suzie Leckie

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

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

Some of Suzie’s clients and experience: