Senior Manager – Customer Experience & Insight
Iain has extensive experience as a CX leader within financial services. At Aegon, Iain has built and developed an award winning Customer Experience & Insight team to deliver significant improvements in cross channel NPS and customer culture. In addition to NPS, Iain has introduced innovative CX concepts to Aegon including a new CX lab and CX Academy. Prior to joining Aegon, Iain managed large scale insight studies at Royal Bank of Scotland including csat, NPS and mystery shopping.