Tom is responsible for driving the product strategy and delivery. Tom enjoys the challenge of delivering new, innovative products. His role is to ensure our product stays focussed on tackling the key consumer challenges.
Tom believes complaints should be seen as a valuable source of information for organisations, helping them learn more about where they excel and areas they need to improve. He is passionate about making sure organisations make the most out of this information.
Tom spent 5 years in consulting, working with organisations such as Telefonica (O2), SABMiller and John Lewis to deliver digital change. Prior to that he worked at Transport for London (TfL), delivering one of the world’s largest automated vehicle location systems (iBus) as well as London’s cycle hire scheme. Tom also worked on TfL’s open data platform, helping ensure access to TfL’s data was publicly available.
Tom graduated from the University of Leeds with a BSc in Computing & Management.
Favourite customer service experience
Tom’s favourite customer experience was when he used Resolver to complain to British Airways. This was before he joined, and was a great test of the service before committing to the job! Resolver and BA made the process really simple to manage, and resulted in getting an apology from BA and a commitment to improve their processes going forward.