We’re delighted to announce that Paula Brazier, Head of Client Experience at Secondsight, has successfully completed the IIC Ambassador Customer Champion programme and is now recognised as an IIC Ambassador Customer Champion.
Developed by the Institute of Internal Communication (IoIC), the CPD accredited programme is designed to help professionals build the knowledge, behaviours and practical skills needed to create outstanding customer experiences. It focuses on understanding customer needs, building trust through effective communication and embedding a customer first culture that encourages continuous improvement across an organisation.
For organisations like Secondsight, where supporting employers and their employees often mean helping people navigate important financial, health and wellbeing decisions, creating a positive client experience is about much more than delivering great service. It is about making complex information easier to understand, communicating with empathy and ensuring clients feel supported throughout every stage of their journey.
Throughout the programme, Paula explored the principles, behaviours and communication approaches that help create exceptional customer experiences. From recognising opportunities to improve the customer journey and reduce unnecessary friction, to understanding how consistency, ownership and communication help build long term trust, the programme reinforces the importance of putting customers at the centre of every interaction.
As an IIC Ambassador Customer Champion, Paula will continue to champion customer focused thinking across Secondsight by:
- promoting a customer first mindset across the business
- identifying opportunities to improve the client experience and reduce unnecessary barriers
- encouraging trust, fairness and accountability in every interaction
- helping create experiences that are easier, more personal and more human
- turning customer insight into meaningful improvements for both clients and colleagues
Reflecting on completing the programme, Paula said:
“This was an extremely insightful course that has given me tools and ideas to help enhance our own service excellence proposition. I was delighted to have the opportunity to complete the course, which I thoroughly enjoyed and would recommend to anyone in a similar role.”
Paula has played an important role in shaping the client experience at Secondsight, continually looking for ways to strengthen relationships with clients and improve the service we provide. Completing the IIC Ambassador Customer Champion programme reflects her ongoing commitment to professional development and to ensuring our clients remain at the heart of everything we do.
At Secondsight, we’re committed to continually improving the experience we provide for our clients. By investing in the development of our people and embracing the principles of empowering, delighting and transforming the customer experience, we can continue building trusted relationships and delivering a service that is personal, responsive and focused on what matters most to our clients.
Congratulations to Paula on becoming an IIC Ambassador Customer Champion. We look forward to seeing the positive impact her learning will continue to have for our clients, colleagues and the wider business.
