On my first day, my manager sat me down with a ‘kick off for customer satisfaction’ slide deck. Most of it pointed at one figure, NPS +7, and it needed to be +25 by September.

My background is psychology and human-computer interaction design, so being given just a score to reach doesn’t really mean much to me. I was interested in what was behind the score, and who was driving it.

I gave this feedback and I was pleasantly surprised that I could go away to research properly, then come back with an approach I thought was better suited to my style of improving customer satisfaction.

And with that off I went to Paris where SBS HQ is so I can talk to those moulding the customer experience in person. I was a one woman team, so it was super important to maintain communication across the company to stay in the know.