David Spickett

Co-Founder

Nottingham, England, United Kingdom17 yrs 6 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Founder of a leading classic car investment platform.
Achieved 50% year-over-year growth at Liberis.
Transformed customer experience at Thomas Cook.

Stackforce AI infers this person is a Fintech and Customer Experience expert with a strong background in operations management.

Contact

Skills

Core Skills

Business StrategyOperations ManagementSales ManagementCustomer ExperienceStrategic DesignContinuous ImprovementCustomer SolutionsManagement ConsultingOperational Improvement

Other Skills

People ManagementLean Six SigmaData analysisInvestment strategyMarket researchGrowth strategyTeam leadershipPerformance managementCustomer strategyProcess improvementTeam managementProcess analysisOperational efficiencyBusiness transformationProcess redesign

About

Experienced Founder with a demonstrated history of working in the financial services industry. Skilled in Operations Management, People Management, Lean Six Sigma, Sales Management, and Business Strategy. Strong business development professional with a Bachelor of Engineering - BE focused in Engineering from University of Warwick.

Experience

Thecarcrowd

Founder and CEO

Oct 2019 – Present · 6 yrs 6 mos · London / Nottingham

The Car Crowd Group unlocks the benefits of classic car investment for individuals across the globe. We offer investments in collectable cars through Fractional Investment, Traditional Funds (AIFs) or Privately Owned Portfolios.
Our data-led investment thesis is built upon millions of data points and can identify the makes and models of cars that have a high potential to appreciate. This thesis has led to the creation of a vast collection of cars for thousands of investors across the globe.
The classic car market has shown consistent growth in the last decade and beyond. With low annualised volatility – less than 10 per cent – and minimal correlation to traditional markets, it has an edge over traditional assets such as real estate, commodities, and global equities. In the UK, returns from classic car investment are exempt from Capital Gains Tax.
We want to bring this increasingly popular asset class to many more investors across the globe.

Operations ManagementPeople ManagementLean Six SigmaSales ManagementBusiness Strategy

Liberis

UK Managing Director

Apr 2016 – Oct 2019 · 3 yrs 6 mos · London Area, United Kingdom

Brought in to build scalable processes to enable Liberis to grow into the UK’s largest Alternative SME lender; now leading the UK business and driving our international growth plans to be present across 11 markets by 2020
Accountable for the UK commercial numbers, driving teams across partnerships, marketing, sales and operations to achieve UK Growth targets
Delivered 50% YOY growth in both customer numbers and funding volumes (£45m 2017 to £91m funded 2018)
On track for further 60% growth in 2019 from £91m of funding for UK SMEs to £155m funded
Developed scalable operations and sales processes through automation and self-service leading to an ability to service 4x more customers per month (av 150 customers per month in 2017 to 600 per month average in 2019) with only a 16% increase in operational cost
Led the strategy and execution of our move into multiple new markets in 2019; including the set-up of our US business in just 85 days from landing in Denver to funding the first customer (business now funded over $1m in 3 months)
Accountable for delivering UK commercial and operational performance to executive and investor boards
Introduced NPS, Feefo and Customer Satisfaction metrics to get closer to the voice of our customers – since 2017 Libers have achieved an NPS score over 80 every month with a 99% Feefo rating and 97% customer satisfaction
Built new business intelligence reporting, including metrics on sales funnel, conversion, journey time and customer satisfaction
Introduced new performance management, talent management and people development frameworks to help support our employee’s growth
Ranked 28th (2018) and 35th (2017) in UKs list of Great Places to work for Medium sized companies

Operations ManagementSales ManagementBusiness Strategy

Thomas cook

Head Of Customer Experience

Sep 2013 – Apr 2016 · 2 yrs 7 mos · City Of Peterborough, England, United Kingdom

Responsible for the transformation of the end to end UK Customer Experience for Thomas Cook and sub brand holidays.
Developed 3 Year UK Customer Experience Strategy and Vision approved by Group CEO
Accountable for ways of working for all customer facing teams including 1000+ UK contact centre staff and 800+ in resort staff across 71 countries
Implemented Thomas Cook Customer Charter consisting of 4 Promises to external customer to give security in expected experiences
Implemented new 24 Hour Hotel Satisfaction promise to drive guaranteed quality across 520 world wide hotels
Designed and started Customer Foundations programme to transform culture through behavioural, policy and process changes.
Undertaken Lean programmes across all major UK functions involving over 8000 staff and including Retail, HR, Product development, Customer Service and In-resort management.
Delivered over £10m of operational cost out or profitability improvements through sustainable bottom up process transformation

Customer ExperienceOperations ManagementLean Six Sigma

Nationwide building society

Independent Consultant

Jun 2012 – Sep 2013 · 1 yr 3 mos · Swindon, England, United Kingdom

Responsible for strategic design and delivery of new Customer Resolutions function within Group operations
Led Target Operating Model design work to completed full diagnostic of current state function analysing processes across 5 operational areas, 30+ teams and 4 locations including Group Operations Savings, Mortgage New Business and Mortgage Servicing.
Savings identified in excess £1.2million contributing to overall target business case of circa £10million of operational cost savings in 2013/14.

Strategic DesignOperations Management

Assurant (formerly lifestyle services group)

Head of Continous Improvement and Customer Solutions

Apr 2010 – Jun 2012 · 2 yrs 2 mos · Crewe, England, United Kingdom

Responsible for creating and managing a C.I function and leading large scale business change and CI programmes within the Lifestyle Services Group a specialist insurance and lifestyle services provider of Phones4U group. Highlights include:
Business Solution Design for a £5million Siebel and Oracle IT platform transformation programme.
Accountable full process re-design reducing over 90 current state processes to 16 future state customer journeys.

Continuous ImprovementCustomer Solutions

Capgemini

Senior Business Consultant

Oct 2008 – Apr 2010 · 1 yr 6 mos · London Area, United Kingdom

Management Consultant responsible for designing and leading numerous client engagements in varying sectors including public sector, retail and technology.
Responsible for scoping and shaping operational improvement programmes across multiple worldwide clients
Managed client engagement and accountable for developing strategic direction and delivering benefits in excess of £5m
Programmes touched sites in UK, India, USA and Europe with sectors including financial services, public sector, technology and retail

Management ConsultingOperational Improvement