58 jobs found

Conversion Rate Optimisation (CRO) Specialist - In-Product Journeys Contract: - 6 months possible extension London: Hybrid 2 days in office Rate: 450 tp 550/ a day Umbrella We are looking for a Conversion Rate Optimisation (CRO) Specialist with deep expertise in in-product optimisation and customer journey mapping. This role is central to driving measurable improvements in user acquisition, activation, engagement, and retention through data-driven experimentation, funnel analysis, and personalized journey building. The ideal candidate combines analytical rigour with customer empathy, knows how to translate insights into seamless product experiences, and has the technical acumen to work hand-in-hand with product managers, designers, and engineers. Key Responsibilities Conversion Optimisation & Experimentation Design and execute A/B and multivariate tests to improve in-product conversion and engagement metrics. Own the experimentation roadmap across onboarding, upsell flows, feature adoption, and cross-sell opportunities. Define key success metrics (activation rate, trial-to-paid, retention, churn reduction) and build dashboards with our analytics team to track progress. Journey Building & Mapping Map and optimise customer journeys across the product lifecycle, identifying friction points and opportunities for growth. Collaborate with various marketing functions to align in-product and out-of-product experiences (email, push, etc.). Develop and maintain a journey playbook to ensure consistency across user segments. Insights & Analysis Use quantitative (analytics, funnel tracking, cohort analysis) and qualitative (user testing, surveys, feedback) data to identify barriers to conversion. Partner with data teams to segment users and personalise journeys. Provide actionable insights to product, marketing, and engineering teams. Collaboration & Implementation Work closely with product managers, UX/UI designers, and engineers to ship impactful optimisations. Translate test findings into requirements and implementation plans. Advocate for a test-and-learn culture within product squads. Skills & Experience Proven track record in CRO roles, ideally focused on in-product optimisation (SaaS, subscription, or ecommerce experience preferred). Strong expertise with tools like Google Optimize, Optimizely, VWO, Amplitude, Mixpanel, GA4, Hotjar, FullStory, or similar. Hands-on experience building and analysing A/B tests, multivariate tests, and funnel optimisation. Proficiency in journey mapping and lifecycle design with a customer-centric approach. Strong understanding of UX best practices, persuasion principles, and behavioural psychology. Data literacy: ability to analyse large datasets, run SQL queries, and work with dashboards. Nice to have: web development skills (HTML, CSS, JavaScript) to prototype and implement tests quickly. Attributes Analytical thinker with a bias for action. Comfortable operating at the intersection of product, marketing, and engineering. Strong communication and storytelling skills - able to turn data into clear narratives and recommendations. Growth mindset: thrives in a test-learn-iterate environment. Success Metrics Improved activation and trial-to-paid conversion rates. Increased product adoption and feature utilisation. Reduction of drop-offs at critical funnel stages. Scalable, repeatable testing and optimisation framework embedded into the product org. What We Offer Opportunity to make a direct impact on millions of small businesses using QuickBooks worldwide. A collaborative and inclusive work environment. Competitive compensation and comprehensive benefits. Career growth and learning opportunities in a global tech leader. Randstad Technologies is acting as an Employment Business in relation to this vacancy.

Full -Time Permanent Remote About Cognita Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 100+ schools in 20 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 85,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, 'Thrive in a rapidly evolving world'. About the role Are you ready to shape a reward strategy that makes a real impact? We're looking for a Reward Specialist who can bring expertise across compensation and benefits, with experience that goes beyond the UK. In this role, you'll influence senior stakeholders, manage key relationships with benefit providers, and play a vital part in ensuring our people feel valued and rewarded. Based on our team structure we are looking for someone who has significant experience in compensation, leading pay awards and annual bonuses. You'll thrive if you're analytical and commercially minded, confident working with data, skilled in advanced Excel, and able to translate insights into meaningful reward solutions. If you're proactive, driven, and keen to design and deliver competitive pay awards, this is an opportunity to make your mark in a role where your ideas and expertise will be valued. This role is ideal for someone who is: Internationally experienced and culturally aware Collaborative and engaging Brings a composed, personable approach with the ability to engage stakeholders at all levels Comfortable working at pace and juggling multiple priorities Genuinely passionate about creating a positive employee experience What you will be doing: Delivering clear, pragmatic advice on Reward & Benefits policies. Collaborating with HR teams across countries, to ensure alignment in communication and delivery Design and implement KPIs that support equitable and strategic reward decisions Monitor legislative changes and assess their impact on compensation and benefits Support the annual pay award process and job evaluation activities Lead compensation benchmarking using internal data and external reward surveys Deliver UK gender pay gap reporting and support global ESG-linked reward projects Manage benefits renewal processes and relationships with providers, recommending improvements aligned to our employee value proposition To view a full Job Description, please click here and to view our detailed Candidate pack, please click here. Who we are looking for: Experience: A minimum of 2+ years experience in Reward, Compensation and Benefits at Junior Manager, Reward Specialist or Senior Advisor level. Proven experience working with multiple countries. Excellent project management skills and stakeholder engagement experience Skills & Attributes: Advanced Excel and data analysis capabilities Exceptional communicator with a strong team ethos and people-first mindset Organised, agile and comfortable managing competing demands Naturally solutions-driven and committed to continuous improvement High personal integrity and professionalism Confident working both independently and as part of a remote global team Benefits at Cognita Competitive salary based on experience Private Medical Insurance & Healthcare Cash Plan GPPP Pension Life Assurance 25 Days Holiday (plus bank holidays) Employee Assistance Programme Employee Discounts Site Professional Subscriptions reimbursement How to Apply Complete your application before the closing date: 07/09/2025. We encourage early applications, we reserve the right to interview and appoint prior to the closing date for the right applicant. Please note previous candidates need not apply. Cognita Schools are committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practice and pre-employment background checks will be undertaken before any appointment is confirmed. We are an equal opportunities employer committed to diversity and treating all employees with dignity and respect regardless of background.

The role: As a Billing Team Leader, you will have an integral part to play in managing a team of invoice validators, ensuring billing data accuracy and completeness, and that the correct bills are paid on time. Main Duties & Responsibilities: Leadership Lead the Billing team, fostering a high-performance culture. Set goals for the team that align with the Consultancy and wider ZTP goals. Conduct 121s and performance reviews. Coach and develop team members, promoting professional growth and ensuring high performance standards. Support the team with improving accuracy, efficiency and attention to detail. Support in the development and maintenance of training materials. Effectively manage resource allocation, workload distribution, and project assignments to optimise team productivity and client satisfaction. Responsible for escalated queries, or complex validation. Serve as the point of contact for the billing team when the Billing Team Manager is on leave or unavailable. Manage the team to deliver all their KPIs and SLAs. Conduct regular team meetings to communicate updates, resolve issues, and share best practices. Assist the Billing Team Manager in fostering an efficient and collaborative team culture across the whole Billing team. Invoice Validation Oversee the effective obtaining bills from supplier portals, emails, over the phone, and other sources. Project manage the team to work with our suppliers to ensure that all meters are moved onto EDI. Perform accurate and timely validation of both EDI and paper bills for all suppliers and utility types, including gas, electricity, water, heat, MOP, and other commodities. Ensure PDF copy bills are uploaded as required by client. Identify and resolve invoice validation discrepancies with suppliers and see through to resolution. Work with our internal teams to ensure our internal systems are updated with accurate information / data to maintain accuracy Investigate and respond to any internal, client, supplier and third-party queries through to completion. Review and update tasks. Reporting Payment files issued on the agreed day. Updating and issuing of clients reports, in accordance with SLA s. Responsibility for the consistent reporting of missing bills and dispute reports in the agreed format, which are provided to suppliers, internal stakeholders and clients. Support the Billing Team Manager with the regular and consistent internal and external KPI/SLA reporting. Quality Assurance Implement of robust quality assurance measures to ensure consistently high standards of service and product excellence. Conduct quality checks on completed validations to ensure accuracy and compliance with standards. Complete periodic audits of the validation process and implement corrective actions as necessary. Continuous Improvement Drive innovation in the teams processes, leveraging our software. Spot inefficiencies with systems and processes and suggest changes or developments Drive operational efficiency and effectiveness across the team, optimising processes, systems, and resources to maximise productivity and minimise costs. Stay updated with industry developments, to ensure that the ZTP systems and products are being developed to meet our clients requirements. Collaboration, Stakeholder Engagement & Relationship Management Develop and maintain strong relationships with energy suppliers to enable the effective delivery of contracted services. Attend client meetings as required. Work closely with the account management teams to ensure client satisfaction and retention. Collaborate with our internal teams to ensure our internal systems are updated with accurate information / data to maintain accuracy. Work closely with the account management teams to ensure client satisfaction and retention. Collaborate with the Services teams (debt, accruals, recharging) to support in the effective delivery of these ZTP services. Person Specification: First of foremost, we are seeking someone who is driven and proactive, that comes from the Energy Industry and has prevous experience in a team leader position. Experience Required: 3+ years experience in an Energy Consultancy / Bill Validation, including knowledge of bill validation software. Min. 1 years experience leading a team. Essential: Strong understanding of the energy industry. Excellent understanding of the bill validation process, and all elements of a utility bill. Good knowledge of Microsoft packages (Outlook, Teams, Sharepoint, Onenote). Intermediate Excel, such as pivot tables, lookups, concatenate. Desired: Energy brokerage/consultancy experience Advanced excel skills Power BI Skills Required: Excellent leadership and people management skills. Strong analytical and problem-solving abilities. Strong negotiation and contract management skills. Excellent communication and presentation skills, with the ability to explain complex concepts to non-experts. High degree of accuracy and excellent attention to detail. Strong analytical and problem-solving abilities. Build and manage interpersonal relationships at all levels Emotional intelligence Strong communication skills, both written and verbal. Excellent quantitative and analytical skills. Proactive and think outside the box Works well under pressure Critical thinking and problem-solving Strategic thinking Excellent organizational skills, attention to detail and time management Ability to work in a fast-paced and dynamic environment, managing multiple tasks and priorities effectively. Other Characteristics: Personal style that is in line with the ZTP culture, values and behaviours Act as a brand ambassador and communicate respectfully and effectively with all stakeholders across the business Structured problem solving, analysis & methodical mindset Self-motivated individual with initiative to prioritize workloads and tasks Commercial awareness Patient Creative Manage multiple projects at the same time High degree of independent judgement Resilience and adaptable to change Positive attitude ZTP Company Benefits: Competitive Compensation Package. 25 Days Annual Leave plus UK Public Holidays. Vision Reimbursement. Flu Vaccine Reimbursement. EAP. Nursey & Childcare Salary Sacrifice Scheme. Pension. Family Friendly Policies. Remote Working. Flexible Working Options. We Work Office Membership. Quarterly Team Get Togethers. Recognition Scheme. Referral Scheme. 1 Day Paid for Volunteering to Support Local Community. Home Office Set Up. Learning & Development Opportunities. Career Pathways & Promotion Opportunities.

Senior Planning Manager (Construction, Major Fitout & Asset Replacement Projects) Location: Gatwick Airport Salary: Up to £85,000pa + £7,000 car allowance and benefits Working format: Onsite 5 days a week Job type: Permanent We are seeking an experienced Senior Planning Manager to play a pivotal role in delivering high-profile fitout and asset replacement works at one of the UK's busiest airport environments. This is your opportunity to join a motivated, collaborative team on complex, live operational projects. Key Experience: Proven experience on large-scale construction projects or programmes. Background in fitout delivery ideally from a construction management or project management route. Proficient in Primavera P6 and the Microsoft Office suite. Experience with NEC3 and NEC4 forms of contract. Degree-qualified in a relevant discipline. Actively working towards (or already holding) a professional qualification such as APM, PMI, or CIOB. Confident communicator who can engage clients, project teams, and contractors. The Role Build and maintain robust, Gatwick-specific project schedules in Primavera P6. Create and manage Level 1-5 schedules, trade contractor schedules, and short-term plans. Incorporate design, procurement, installation, commissioning, and close-out phases into the programme. Monitor progress, manage change, and produce accurate monthly reports. Conduct site walks to verify progress and safety compliance. Produce KPIs, dashboards, and time impact analyses to support change management and compensation events. Coordinate with the supply chain, client, design team, and internal stakeholders to ensure planning excellence. Why Join Us? Work on prestigious, live operational projects with real impact. Join a supportive and innovative team committed to professional growth. Benefit from career development opportunities in a globally recognised organisation.

Recruitment Branch/Business Manager- Industrial Location: Bedford Flag Ship Branch Salary/Rate: £35,000 - £45,000 basic plus/ Commission and car allowance Job description Overview: My client is seeking a highly motivated and results-driven Recruitment branch/business billing Manager to take the reigns of their profitable flagship branch in Bedford and who has high street recruitment experience within the temps industrial sector The ideal candidate will possess a positive attitude towards business development, demonstrate tenacity in overcoming challenges, exude enthusiasm and energy, and possess a strong likeability factor for building rapport with new contacts. This role requires industry focus in the industrial sector where you have had success running a temps branch the ideal candidate will have a competitive spirit to excel in my clients fast-paced and rewarding markets. Key Responsibilities: The successful candidate will be a billing Branch Manager who has strong Business Development: skills to pursue new business opportunities within the industrial sector. Chase down leads, establish connections, and cultivate relationships to expand the client base. Tenacity: Overcome setbacks and challenges with resilience and determination. Daily hurdles are a part of the job, and the successful candidate must exhibit a tenacious approach to achieve objectives. Enthusiasm and Energy: Maintain high levels of enthusiasm and energy to drive success. This role demands a proactive and lively approach to stay motivated and engage effectively with clients and candidates. Likeability Factor: Build strong and positive relationships with new contacts, clients, and candidates. The ability to connect with people is crucial for success in this role. Industry Focus: Develop a deep understanding and passion for the industrial sector - temps and stay informed about industry trends, market demands, and competitor activities to provide valuable insights. Consistency: Execute daily tasks consistently. Recognise that consistency is the key to success in my clients market, and the ability to perform consistently is paramount. Competitive Spirit: Strive to be the best and stand out in the market. Exhibit a competitive nature and a drive to achieve excellence, not merely meet expectations. Excellent man management skills to lead a team of consultants to get results What they offer: Great Salary up to 40K basic plus car allowance on top and Commission Scheme: Competitive compensation package with an attractive commission structure and performance-based incentives Career Progression: Genuine opportunities for career advancement based on performance. Experienced Team: Work in my clients successful flagship Bedford branch and small, friendly skilled and supportive team that values collaboration. Dedicated Support:from the Directors and Senior management team Existing Client Base: Access a dedicated client base already in place, providing a foundation for further expansion. Guidance and Mentorship: Receive guidance from a very experienced Regional Manager who will help navigate challenges and contribute to your professional growth. Nationwide Network: Leverage their extensive nationwide network for broader opportunities and collaboration. Open Geographical Coverage: Enjoy the freedom to explore and expand business across the region and the whole of the UK Benefits: Basic up to 40K plus Company pension and car allowance A profitable flag ship branch that just needs maintaning with a dedicated team in situ Flexitime Full autonomy for your branch and team Bonus scheme Commission pay Performance bonus Yearly bonus If you are a passionate self-motivated billing Branch Manager who recruits into perms or temps within a sector where you have had proven success , we invite you to join my clients branch in Bedford and contribute to the ongoing success of their business. Apply now and be a part of a thriving organisation with limitless potential for personal and professional development and growth.

Workmans Recruitment is partnering with a leading waste management company, one of the England's largest privately-owned waste management businesses and a major demolition specialist operating nationwide. We're seeking an Assistant Quantity Surveyor to become part of their contracting division based in Hampshire. You'll be given ownership of your own projects while receiving mentoring and support from the Commercial Manager. This position combines office work with frequent site visits, providing hands-on experience with active projects and direct collaboration with on-site delivery teams. What you'll do: You'll be managing the commercial aspects of live construction projects, developing your quantity surveying expertise within the demolition and waste management industry while taking increasing responsibility for project delivery. This includes: Preparing payment applications including assessment of variations and loss/expense claims Negotiating interim payment values with clients and tracking payment notice schedules and outstanding amounts Developing project budgets alongside Contracts Managers and the Operations Director Conducting monthly budget reviews against actual costs and forecast projections Managing subcontractor procurement including enquiries, quote analysis, order placement, interim valuations & final account settlements Maintaining compliance with all contractual requirements Providing commercial guidance to contracts managers on variations, delays and other matters, ensuring proper identification and documentation Supporting contracts managers with contractual correspondence including Early Warning Notices, Compensation Events and Extension of Time applications Conducting regular site inspections to identify potential variations and ensure accurate site documentation Building and maintaining positive working relationships with clients, consultants and internal teams What you'll need: Valid Full UK Driving License Previous experience in surveying or construction management, ideally within demolition and/or earthworks sectors Knowledge of JCT Standard Forms of Contract and similar frameworks Quantity surveying qualification or degree Strong IT capabilities (especially Microsoft Excel proficiency) Background in subcontract procurement preferred Proven experience in budget creation and monitoring Track record of managing payment schedules and outstanding amounts Package & Benefits: Salary: 35,000 - 50,000 per annum 25 days annual leave (plus bank holidays) Company Pension Scheme Private Medical Insurance Life assurance (4 x Salary) Health Cash Plan Training & development opportunities Company social events Working Hours: Monday - Friday 8:00am - 5:00pm Office-based with regular site visits

Supportis, part of the Drive Further Collective, is seeking an experienced Employment Law / HR Consultant to join our dynamic team. This is an excellent opportunity to further your career within a successful, client-focused business dedicated to providing exceptional HR support. With competitive compensation and opportunities for professional growth, this role offers a chance to make a real impact in a collaborative, service-driven environment. About Us At Supportis, we deliver bespoke HR, employment law, Health and safety, and training solutions to businesses across the UK. We are a family-owned consultancy comprised of highly qualified professionals, including Employment Law Advisers, HR Specialists, and experienced Business Managers. Our ethos is built on determination, honesty, and a shared commitment to excellence. We take pride in offering unrivalled customer service by fostering a culture of continual improvement in ourselves, our processes, and our solutions. The Role As an Employment Law / HR Consultant at Supportis, your primary responsibility will be to provide expert advice and support to our diverse client base on all things HR and employment law. Your day-to-day responsibilities will include: Delivering high-quality, timely advice to clients via phone and email on matters such as disciplinaries, redundancies, TUPE, grievances, and other HR-related challenges. Developing and preparing bespoke policies and procedures, employee handbooks, and statements of terms and conditions. Contributing to the ongoing development of HR services, products, and client relationships. Providing practical, solutions-focused guidance tailored to each client s individual needs. About You To thrive in this role, you should possess: Proven experience in a similar HR-focused role consultancy or shared services capacity is essential. A strong working knowledge of HR practices and employment law with the ability to apply it to real-world situations. A demonstrated commitment to exceptional client service and the ability to build strong, trusted relationships. Excellent communication skills, coupled with a practical and problem-solving approach to advising clients. While not essential, CIPD membership or Employment Law qualifications would be highly advantageous. Why Join Supportis When you join Supportis, you become part of a professional, inclusive, and highly dedicated team that shares a singular passion delivering the very best service to our clients. We cultivate a positive, collaborative working environment that encourages professional development and innovation. Benefits Include: 25 days annual leave, plus bank holidays and an additional day off for your birthday. Option to buy additional holiday. Hybrid working arrangements for flexibility and work-life balance. Access to a Colleague Assistance Programme, including Paycare Health Cash Plan and more. A range of bonus schemes and incentives, offering additional earning potential. Opportunities for career development and progression. Participation in team-building initiatives, including company-wide events and celebrations. Perkbox subscription. If you are a skilled HR professional with the experience and expertise needed to excel in this role, we would love to hear from you. Apply today to take the next step in your career with Supportis where your skills can make a significant difference to businesses across the UK.

Business Development & Delivery Manager - Telecoms & Utilities Telent is now looking for a Business Development & Delivery Manager who specialises in Land Referencing and Compulsory Purchase work, to join our team. This role offers a perfect blend of business development, securing Land Referencing and related work, and supporting the delivery of these Utility projects; your chance to help shape our wider service offerings and solutions within the Telecommunications and Utilities markets. This is a hybrid / Agile working role, offering a mixture of working from home, and travelling to a Telent office (Warwick, Chorley or Chatham) for collaborative working as and when required. Being a holder of a full UK driving license will be an advantage. The Business Development & Delivery Manager will be responsible for securing Land Referencing and CPO work and ensuring the delivery to Telecoms and Utility clients is of high quality, best in class and professional, whilst meeting agreed timescales and budget. This is NOT an IT / Networks related role Business Development & Delivery Manager - What you'll do: To help support and lead on Business Development activities. To help identify and secure Telecoms and Utility works, specifically around Land Referencing and Compulsory Purchase Orders (CPO). To support commercial/financial management and reporting of Telecoms and Utility projects. To draft and implement best practice/processes to deliver exceptional Land Referencing/Land Assembly delivery and other related professional services. Liaise between the client, engineering, design, commercial and field-based teams and any other key stakeholders that contribute to the delivery of project work. Support other Managers in project board customer meetings when required. Take ownership of any Telent delivery actions as part of customer / 3rd party meetings. Ensure excellent technical delivery of professional services in the areas of Land Referencing / Land Assembly, ie. application documents and examinations, exercise of powers and compensation, all in line with customer requirements. Manage any project delivery escalations accordingly and in line with agreed contractual procedures. Timely tracking of progress, quality and project status across workstreams to Telent Management. Draft and implement quality assurance measures aligned with client requirements. Monitoring of QEHS and contractual performance and production of QEHS documentation where required. Drive training, innovation, efficiency and cost reduction, through a culture of continuous improvement. Coordinate with Technical Design Authorities, Subject Matter Experts, Project Managers and others to develop training requirements where required. Put together and deliver technical utility focused training programmes to the wider wireless business when required. Provide subject matter technical expertise to support delivery across all utility programmes. To help promote and grow the Land Referencing portfolio and associated services. To train and support new utility service teams. To support Telent's delivery partners in their efforts to support project deliverables. Escalate both internally to Telent Management teams and to the customer(s) if the overall project delivery is at risk in terms of cost, quality or time. Ensure project delivery is in line with Telent process, agreed resource plans, client programmes, business budgets and customer requirements. Capture and report all changes associated with any site works scope in line with current Telent processes. Business Development & Delivery Manager - Who you are: You're a proactive Business Development & Delivery Manager, who has experience and a passion for identifying and securing new business opportunities in Land Referencing, and Land Assembly. You can demonstrate that you have won contracts or supported the winning of contracts and managing projects within the Utilities or Telecommunications markets. Skilled at coordinating diverse teams and driving high-quality project delivery, you excel in project management and stakeholder engagement. Your excellent communication and customer-focused mindset enables you to lead projects whilst embracing and driving continuous improvement and innovation. This Business Development & Delivery Manager role requires high attention to detail, good commercial and business acumen, the ability to forge and build new relationships and successfully conduct new business outreach activity. Business Development & Delivery Manager - Key requirements: Land Referencing / Compulsory Purchase Orders (CPO's), Development Consent Orders (DCO's), Transport and Works Act Orders (TWAO's), and Hybrid Bills experience. Solid track record of identifying and winning new business opportunities. Experience of researching and identifying legal and related interests/rights/restrictions. Strong influencing and persuasion skills. Excellent interpersonal skills and the ability to bring together diverse groups. Effective verbal and written communication skills. Supporting technical aspects on assigned business development / bids. Customer focussed and able to deal with internal and external stakeholders and escalations. Telecoms and/or Utilities background. Experience and knowledge of managing programme delivery of Telecoms / Utilities work packages/tasks/services within a Network services (or similar) environment. Experience of supporting / managing financial and commercial processes. What we offer: A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work. The additional benefits with this role: 26 days holiday, plus public bank holidays, and the option to buy or sell days annually Company pension scheme Access to the Flexible Benefits portal A range of family friendly policies Occupational health support and wellbeing Portal Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme We're passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support. Telent Core Values: Be Inclusive, Be Collaborative, Be Customer Focused and Take Responsibility.