Paul Blackwell

Head of Customer Experience & Service Transformation Strategy Avis Budget Group

Paul joined ABG in 2010 as a Business Analyst on customer facing projects such as an EMEA wide Loyalty scheme and a new web platform for the group.  After 3 years Paul took on the Head of Business Analysis role to lead the team of BAs across the Business, before taking on a Portfolio Manager role for the next 3 years of his career.  This role saw him lead a team of Project and Programme managers delivering Operations, Customer Service and HR projects for the organisation.

Throughout all of these roles, Paul has had a passion for customer experience and customer focus, with also Programme managing the Customer Led, Service Driven initiative for the Customer Excellence function, whilst in his role as Portfolio Manager.

This was the Segway into him taking on the Head of Customer Experience role, where Paul is responsible for customer strategies to improve the customer experience and customer satisfaction across EMEA, working with cross-functional units and therefore the NPS results for the organisation, as well as looking at our transformation strategy with regards to re-inventing rental.

Prior to joining ABG, Paul spent 8 years at Oracle working as the CRM Business Owner for EMEA as well as other Business Analysis and Project Management roles during that time.  Prior to that, 2 years at a start-up Telecommunications company.

Check out the incredible speaker line-up to see who will be joining Paul.

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