Agency wants a customer-first culture
Hays Travel has appointed former Tui director Sue Bradley to a newly created role of head of customer experience.
Bradley worked at Tui UK and Ireland for more than 14 years, most recently as director of customer experience delivery.
She will join the senior leadership team and be responsible for “embedding a customer-first culture” across the Hays Travel group, developing selling systems to enhance customer experience and managing the agency’s relationship with the Institute of Customer Service to align with best practices and industry standards.
Hays Travel chief operating officer Jonathon Woodall-Johnston said: “Throughout our 45-year history we have always put the needs of our customers at the heart of our business.
“We identified that dedicated leadership would help us take our customer experience strategy to the next level and ensure we retain our reputation for delivering exceptional customer care.
“This is a critical role that is key to supporting the future growth of the business and aligning with our broader strategic initiatives.”
Bradley said: “Hays has an incredible reputation for putting customers at the heart of everything they do.
“I feel privileged to be stepping into this role and working with the team on enhancing the customer journey at every stage.
“I want to make sure that every interaction is not only seamless, but also reflects the warmth, care and trust that Hays Travel is known for.”
