Delivering service excellence is something we all strive to accomplish and Nichola Taylor from Standard Life is living proof of achieving that ambition.

Awarded CCA Professional of the Year, Nichola’s foresight, drive and determination to put the customer at the heart of a programme for change, delivered outstanding results for the business. She pioneered a new way of working at Standard Life, by using customer journey methodology to tell her story in a more compelling way, making it more engaging and bringing the customer experience to life. 



Nichola collaborated with colleagues, pulling on expertise to make sure the future development captured the best ideas and was fundamental in agreeing key principles that everyone abided to, so the project achieved its ambitions. Whilst for Nichola this was a steep learning curve, she continued to commit time to her personal development, learning from every situation and seeking advice on how to improve and learn from others.

CCA Excellence Awards Judging Panel commented, “Nichola's passion to deliver and achieve her goals shines through. She clearly has had an impact on the business not just because of what she has delivered, but how she has done this. Her goal to achieve excellence across her operation and the organisation is commendable.”

Outside of the project team, Nichola has had a positive influence on the wider management team in Customer Operations. Standard Life’s Director of Change holds Nichola up as an example of role modelling the ‘customer first’ behaviours the company is looking for.

Delegates at this week’s CCA Excellence Awards Workshop, ‘Get Ready to Win’ will hear personally from Nichola where she will explain her objectives, methodologies and outcomes of the project that has resulted in this well-deserved recognition.