Benenden appoints new Head of Member Experience
3rd July 2015
Benenden has created a new role of Head of Member Experience and appointed Alice Beckwith to the position. Alice joins the Benenden senior leadership team from City of York Council, after holding the position of transformation programme manager for more than seven years.
With over 10 years’ experience in public sector, Alice brings a wealth of knowledge on change programmes and improving the customer journey, as well as a high level of insight on Adult and Children’s social care. She will work closely with the senior management team on a number of projects across the organisation.
Benenden created the role in an effort to focus on the customer journey of its members more strategically and to ensure a joined up approach at all levels. Alice will ensure that focus is maintained on member experience as Benenden moves towards its vision of being the leading health and wellbeing mutual. Furthermore, she will be responsible for senior level relationship management with third party suppliers and partners to ensure high level service delivery for members.
Alice comments, “Benenden felt like a natural fit for me and my experience and the company’s high social values are in line with my ethos – a factor that is very important for me. Benenden has a great reputation and it’s refreshing to see a company place such an emphasis on customer experience, despite already having a very positive customer rating. I’m looking forward to making a difference both for our members and within the organisation.”
During her seven years at City of York Council, Alice was instrumental in the success of several large scale projects. They include securing £100,000 funding from the Home Office for a transformation programme to deliver community services based on specific needs, creating a contact centre for looked after children and setting up a reablement service in Adult social care.
Peter Robinson, Member Services Director at Benenden says, “We’re delighted to have Alice on board to drive forward our member engagement and satisfaction levels even further than they currently are. We’re committed to great customer service and understand that our members are pivotal to the success of the organisation, and want this to be reflected in everything we do. Alice’s experience will be a great asset to the organisation in putting member experience at the centre of all we do, building on our existing award winning reputation.”