Laura Hay
About Laura Hay
Laura Hay is the Director of Customer Success at Trax Group, where she has worked since 2019. She has a diverse background in customer relations and management, with previous roles at companies such as Food Local Food, Direct Line Group, and Tesco Bank.
Current Role at Trax Group
Laura Hay serves as the Director of Customer Success at Trax Group, a position she has held since 2019. In this role, she focuses on enhancing customer satisfaction and driving success through customer-centric initiatives. Her leadership is instrumental in managing both local and outsourced teams to ensure the delivery of high-quality service to clients globally.
Previous Experience in Customer Relations
Before her current role, Laura worked as the Director of Customer Relations at Trax Group from 2016 to 2019. During this time, she developed strategies to improve customer engagement and retention. Her experience in this position laid the groundwork for her current focus on customer success.
Background in Operational Training
Laura has a decade of experience in operational training, having worked at Direct Line Group as an Operational Trainer from 1998 to 2008. This role involved developing training programs to enhance employee performance and service delivery, contributing to the overall efficiency of the organization.
Expertise in Change Management
Laura possesses a strong background in change management, particularly related to platform migrations. Her experience includes playing a key role in the marketing and launch of several company mergers and systems migrations, demonstrating her ability to navigate complex transitions effectively.
Educational Qualifications
Laura holds CITP and CF1 qualifications, which reflect her solid foundation in IT and financial services. These credentials support her expertise in SaaS and platform management, enhancing her contributions to customer success initiatives.