Introducing our new Chief Customer Officer, Steve Nichol
We're really pleased to share that Steve Nichol will be taking up the role of our new Chief Customer Officer from Monday 30 March.
This is an important moment for Magenta, as we continue to keep customers at the heart of every decision we make. Steve's role will help us shape services around what really matters to people and make it easier for customers to get the support they need.
Steve joined Magenta almost two years ago as our Director of Transformation. Since then, he has played a key role in improving how we work and how customers experience our services. His leadership has helped us deliver major digital improvements, including Salesforce, our customer relationship platform, and Vonage, which helps us manage calls more smoothly. We have also introduced video triage and made improvements to our customer portal, giving people more choice in how they contact us and making it easier for colleagues to help.
Steve brings 18 years of housing experience - from managing homes and allocations to supporting contact centres. This gives him a strong understanding of our customers' lives, and the challenges colleagues deal with every day. Combining this experience with his transformation background means Steve is well placed to help us build services that work for everyone.
Andy Lomas, Magenta Living CEO welcomed Steve into his new role:
Steve's appointment as our new Chief Customer Officer marks a real step forward for Magenta. As our Director of Transformation, he has helped to drive our digital transformation, bringing in platforms and ways of working that have already made life simpler for colleagues and improved the experience for customers.
Steve brings strong housing experience and a clear understanding of how technology can remove barriers for customers. That mix puts us in a strong position as we continue shaping services around what matters most to customers. I'm delighted to see him take on this role and I'm confident he'll keep driving us forward in doing the right thing for our communities.
Steve Nichol shared his thoughts on stepping into the role:
I'm really excited to step into the role of Chief Customer Officer. For me, it always comes back to doing what's right for our customers. That means giving people real choice and making every interaction feel effortless. I'm looking forward to this next chapter and continuing to build a customer experience that truly stands out in our sector.
We're proud to serve the Wirral and play our part in the wider Liverpool City Region. Steve's appointment will strengthen our ability to support the communities we're rooted in and ensure we continue to do the right thing for customers and colleagues alike.