Role Overview
As Head of Customer Experience, Lyz is responsible for representing the voice of the customer within the business, supervising and overseeing the strategy, planning and execution of our overall customer experience goals.
She works closely with our co-founders James and Ally to create a compelling vision of the future of customer experience including the related values – promoting CX excellence across the business and developing a customer-centric culture.
Day-to-day, Lyz manages the ecommerce team to ensure that all marketing activity and website content is in line with our tone of voice, brand, UX and design guidelines, as well as liaising with heads of other teams to ensure customer-centricity in their respective departmental work, helping them deliver in accordance with the overall customer experience strategy from Customer Services to Despatch to the design of our entire range of products and collections.
Experience & Qualifications
With more than two decades of experience in the design industry, Lyz is truly an expert when it comes to all things brand and design. She started her career as a graphic designer before moving into web design in the late 90s, and later SEO and UX.
While working as an Account Director at a specialist digital agency in Leeds, Lyz met Ally Dowsing-Reynolds for the first time, a kindred spirit who shared her fascination with neuroscience and psychology.
From there, Lyz became a freelance web designer, specialising in helping small businesses to build their online presence. On that journey, she and Ally rekindled their friendship and Lyz started freelance work with Dowsing & Reynolds, initially just helping out with their SEO and copywriting for eight hours a week!
Nearly ten years later, that became a full-time position as Head of Brand and now Lyz has culminated all her experience and stepped into being our wonderful Head of Customer Experience.
In addition to her bachelor’s degree in Graphic Design and a Diploma in Customer Experience Excellence, she has completed various colour theory and colour therapy classes, as well as Abigail Ahern’s prestigious Interior Design Masterclass.
What about outside of work?
Lyz lives and breathes interior design. After reading several Abigail Ahern books during the pandemic, she decided to paint her whole house with colour on a whim – a huge shock to the rest of the team, given that she rarely ever wears colour to work!
Lyz lives with her husband Kieran, who owns his own PT business, and their adorable Cairn Terrier, Olive. She also happens to be the healthiest person we’ve ever met, so it’s no surprise that she’s both a qualified personal trainer and nutrition and exercise coach.
All that, on top of being an expert when it comes to design, branding and customer experience, makes her quite the force to be reckoned with!
