Following a year supporting its 3000 partners providing instalment finance to almost 3 million customers, Premium Credit is strengthening its proposition with a series of strategic new hires to improve the customer and partner experience, and help facilitate new business growth through existing and new initiatives. As part of this ambition, Premium Credit is pleased to announce that Steve Lavery has joined the business as Customer & Partner Experience Director.
Steve is a highly experienced Customer Experience/Journey and Operations Director with a proven track record of leading large-scale customer service functions within FTSE Top 10 to mid-size businesses. His expertise spans both regulated and non-regulated environments with a strong focus on the telecom (EE and Vodafone) and financial services/automotive sectors.
Josie Pileio, Premium Credit’s Chief Operations & People Officer comments: “The expertise, skills, knowledge, and experience of our people will always be our most valuable asset delivering on our purpose. Steve’s appointment is a significant addition to our business and the Senior Leadership Team. Steve will be our custodian of partner and customer experience journeys facilitating continuous improvement, relevance, and operational excellence.”
“We are delighted that our brand has a current Customer Satisfaction Survey score of 93%; Partner Customer Satisfaction Survey score of 95%; a Net Promoter Score of 77 (Excellent) and a Trust Pilot rating of 4.5% (Excellent), but there is always more to do.”
Josie adds: “We are absolutely committed to delivering our purpose to proudly support our community of customers and partners in creating opportunities through convenient payments and Steve will play an important role in helping us deliver this going forward.”
Commenting on his appointment, Steve said: “Premium Credit is a company with a great culture. I've received a very warm welcome, met lots of great people and have seen some really innovative and entrepreneurial thinking. I look forward to helping enhance the Customer & Partner experience for those using Premium Credit’s products and services in what promises to be an exciting time in the business’ development.”
