Our colleague of the year takes the spotlight.

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Introduction – tell us about yourself?

I’m Daniela Ferebee, the Customer Experience (CX) Product Owner at VWFS. I champion?the?customers across a variety?of?VWFS customer channels, propositions and services.

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What’s?the?best thing about working at VWFS??

The?people are inspiring to work with, there’s always opportunity to make a difference - no matter how small, it makes a difference somewhere to someone and ultimately to our customers. At VWFS, we have the?opportunity to learn new skills and grow, whilst being our authentic self.

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What’s your favourite part?of?your job??

Championing?the?customers and making sure?they always have a seat at?the table. Having?the?opportunity to drive and influence change in any capacity is really satisfying.?

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Why did you win?Colleague?of?the?Year?and what does it means to you?

I was nominated for all my work carried out on creating, developing and implementing our customer promise strategy: to make mobility easy, simple and transparent for every customer in each moment.

What are?the?implications/applications?of?your work?

It’s a cultural change across?the?business. It doesn’t just sit with me anymore, everyone in the business has a responsibility to keep our promise to our customers. We’re starting to see it implemented culturally, but also within our objectives, strategy, change management, processes and generally all areas of the business.

Everyone at VWFS has accountability to ensure we’re meeting our customer promise day to day. It’s a cultural change and it’s important that it maintains momentum through?the?right channels.

What’s next for the customer promise?

Recognition?of?the ‘customer promise’ will roll out into?the?‘people profile’ section?of?our individual end?of?year?reviews, as well as signage across?the?building promoting our promise. It will be a standing item in our internal All Staff Update’s and moving forward an integral part of how teams work, a consideration in our change management and prioritisation.

From the whole team at VWFS – congratulations Daniela for all your hard work.