Group Customer Experience Senior Manager, The AA

Darran Taylor is a highly respected leader and practitioner with over twenty years’ experience in Service and Customer Experience leadership roles.  Working across multiple industries within in the Consumer and B2B space, over the course of his career he has worked in roles where he has defined strategy, designed end to end customer journeys, built frameworks and toolkits, delivered improvements and set up and run leadership and employee engagement activities.  Most recently at the AA Darran has been leading the CX measurement programme which has transformed how the business understands it’s customer experience.