July 11, 2019


Meet the team: Kim Hadley

Continuing our series to introduce you to the wonderful people at OS and give you a glimpse of the variety of work we do, meet Kim Hadley. As our Customer Experience Manager, here she discusses her role and her passion for championing the customer… 

How long have you worked for OS?

I started in March 2018, so almost a year and a half now! I couldn’t help but apply for this job because I knew the scope of the job role was such a big opportunity.

Can you describe your working day?

Aside from all the usual admin, most days I am project managing our customer experience improvements. I really enjoy how my role will almost always involve other departments; it makes every project that much more interesting!

What are you working on right now?

I am currently collaborating with other departments to improve the OS MasterMap customer experience. We are using tools and techniques such as customer journey mapping and service blueprinting to ensure we design the right service to support our products and services.  I am also looking at the customer’s contact touch points on our website, I am putting myself in their shoes so I can learn what works and what could be developed.

Additionally, I am excited for the customer experience team to be leading on the LiveChat project and to be exploring the use of AI to serve our customers. Read More