Elaine Dalziel

Elaine Dalziel is an experienced professional in customer journey and experience management, currently serving as Senior Manager at Phoenix Group since January 2023, where the focus is on journey improvement and outcomes management. Prior to this role, Elaine worked at M&G plc as Customer Journey Manager from November 2020 to December 2022, leading the enhancement and performance management of journey processes in collaboration with an outsourcing partner. Elaine's extensive background includes a position at Banco Santander from August 2009 to October 2020 as Senior Manager for Process Reengineering, overseeing customer experience improvements and supplier relationships. Earlier experience at Capita involved underwriting and claims management in the life and pensions sector. Elaine holds a Bachelor of Arts degree in Marketing & Languages from the University of Strathclyde.