Hannah Isaacs

Management Consultant hannah.isaacs@penpartnership.com +44 (0)7752 385 767

A Customer Experience and Digital Transformation specialist

Hannah Isaacs - Management Consultant --  image

Hannah specialises in Customer Experience and Digital Transformation within the Retail and Hospitality sectors. She is passionate about understanding the personal needs of customers and ensuring that businesses make the right decisions to benefit both their customers and employees. She is a recognised CCXP qualified advisor and uses practical approaches to make positive change within organisations.

Hannah’s focus is to ensure there is a consistent experience across all touchpoints and channels, including the UX of digital products. Through enabling the right culture and ways of working, she can help to identify process, technology and people improvements to deliver sustainable growth.

Career highlights

  • Doubled the online conversion rate of a high street retailer by leading the development of a new responsive website with enhanced functionality, and designing the end-to-end user experience, wire-frames and back office improvements.
  • Designed a new customer contact centre strategy for a global pharmaceutical company, identifying practical opportunities for improvement
  • Designed the digital strategy for a red brick university, defined the customer needs across the customer journey and developed innovative digital products across key touch points with the students.
  • Delivered training to introduce and embed new ways of working for a national hotel chain and launched a single customer view with newly defined customer metrics to inform business decisions.

PEN point of view

Have open and honest conversations, fix client issues, find the right solution, use the right people, all whilst keeping the customer front of mind