As Director of Customer Experience, Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight.
Sean joined Fidelity Worldwide Investment in February 2014, to shape and drive the customer centricity programme and “put customers’ at the heart of everything we do”.
Sean has held a number of senior sales, marketing, operations and business change roles..