Sr Director Analyst
5 years at Gartner
4 years industry experience
Roles and Responsibilities
Simon Bailey is a Senior Research Director in Gartner's Supply Chain team focusing on helping clients develop their strategy, their ecosystem partnerships, new direct to consumer and circular business models and the customer fulfillment capabilities and customer experience skills to thrive within digital businesses. Mr Bailey also covers Customer Experience Journey Mapping, Metrics, and the application of some technologies such as Robotic Process Automation and Virtual Customer Assistants.
Simon Bailey's Recent Gartner Activity
Supply Chain Customer Centricity Part 2: Leverage Personas and Journey Mapping to Understand and Design the CX
Adopt a Customer-Centric Approach to Drive Customer Experience
Customer Fulfillment Must Support Digital Business Models With Customer Insight and New Capabilities
Prior to joining Gartner in 2016, Mr. Bailey was Head of Global Customer Service COE for Unilever leading the development of their customer service capability focusing on e-commerce, international retailers, order-to-cash and on-shelf availability. His career spans 25 years in many roles across the supply chain from manufacturing, ERP implementation projects, logistics and planning to customer-facing roles in the consumer product sector.
Unilever, Customer Service Director UK&I, 4 years
Unilever, Head of Global Customer Service COE, 4 years
Unilever, Other Operational Supply Chain Roles, 17 years
Institute of Customer Service - Innovations Award
Masters in Manufacturing Systems with Mechanical Engineering (M.Eng.), Bristol University, U.K.