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Coffee Machine Catch-Up: meet the Customer Experience team

December 4th, 2018 by Joe Lofts

Behind Echo’s technology lies a team of dedicated people who are passionate about delivering the best healthcare experience to all of our users. Our Customer Experience team form the front line of the Echo family and are on hand to answer any of your queries about the app, our service or about healthcare in general. For the first instalment of our staff Q&A, we spoke to them about working in healthtech, speaking to patients, and Netflix.

Meet the people behind the screen...

Syafiqah • Customer Experience Team Lead

Syafiqah-Echo-Customer-Experience-Team-Lead

What gets you out of bed in the morning?

I'm a morning person so getting up is a breeze for me. If I know there's something exciting going on that day—like an event I have to attend or someone I'm meeting up with after work or going on a holiday—it gives me an extra kick.

How would you describe your role in five words or less?

Team management; providing customer satisfaction.

What attracted you to Echo?

Echo was one of the companies I applied to when I was making my move from Dublin to London. The job role I applied for was chat-based and that was what attracted me to Echo initially, as I have an extensive background working in customer experience for BT and Ebay.

I also love the idea of growing with a smaller company rather than being in a big corporation, as I find that you're more appreciated and have more of a voice.

After being here for 10 months, the attraction for me is how incredibly driven everyone at Echo is. What I look for more than anything in a business is how they value their staff, and Echo definitely does that.

What do you like most about your job?

Being part of the CX team, it gives me great satisfaction to resolve an issue for users—even if it’s as simple as cancelling a request. A user responding with praise or humour can quickly turn a bad day into a good one!

I also really like the fast-paced environment that is Echo. Everything is constantly changing and evolving and I find that I’m kept on my toes as I keep up with these changes. I love that I don’t look at the clock and watch it go by when I’m working!

Finally, a special shout-out has to be made for my team, who put a huge smile on my face every day.

What’s the nicest thing an Echo user has ever said to you?

A user recently left a review on our conversation: “Syafiqah went above and beyond, and I genuinely could not have asked for better help. 20/10”. That made me chuffed!

If you could pick anyone, who would you choose as a mentor and why?

Stan Lee because, well, Marvel.

What’s your favourite line from a film?

"We accept the love we think we deserve" from The Perks of Being a Wallflower.

What’s the most important innovation you’ve seen in your lifetime?

I would be biased if I said Echo, wouldn’t I?  However, it definitely has to be the London Underground (and other countries with an advanced transportation network!). Coming from a country (Ireland) with a lack of transport service, I appreciate the Tube so much. I don’t even mind having to squeeze through packed trains in the morning or evening because I know I'll get to the places I want to get to in less than 30 minutes!

Which food could you not live without?

It has to be rice. It honestly goes with everything and you can turn it into any type of dish. Be it fried, steamed, boiled—you just can't go wrong with it!

What’s the best place you’ve ever travelled to and why?

Italy. It’s the best. I still remember the first time I went to Rome to spend three months of the summer as an au pair in 2011. I returned to Italy the year after (again as an au pair but in Milan), and since then I’ve gone back many times. The food, the culture, the people... it just makes you feel good. Così bello!

What’s your guilty pleasure?

ABBA and trashy TV. I also like musicals and listening to the soundtrack, before and after watching the movie.

What advice would you give to someone thinking about working in healthtech?

If you’re thinking about it, then do it. Healthtech is the way forward and it’s shaping to be one of the most innovative sectors. Working in healthtech will open your eyes to how systems and processes can be developed to solve health problems and improve people’s quality of life. It’s also very cool!


Victoria • Customer Experience Associate

Victoria-Echo-Customer-Experience-Associate

What gets you out of bed in the morning?

A good cup of coffee.

How would you describe your role in five words or less?

A rewarding service helping people.

What attracted you to Echo?

I came across Echo online and I was amazed at the service they provided. I did some research and I immediately wanted to be involved! I've always had an interest in the health sector and Echo was the company that I wanted to be a part of to learn more. I was really excited about how new and innovative technology can provide such a positive impact in healthcare.

What do you like most about your job?

Every day is different at Echo. It’s always a busy and exciting environment and the team is getting bigger and bigger and it’s amazing to work with such great people. It’s so refreshing to see the teams working so hard together and seeing ideas come to fruition—both within the app and behind the scenes in the pharmacy.

What’s the nicest thing an Echo user has ever said to you?

A user told me that if they could, they would bring the Echo team lots of sweets and biscuits as a big thank you for providing a service that they loved.

If you could pick anyone, who would you choose as a mentor and why?

Michelle Obama. Or my mum. Both fabulous and strong women.

What’s your favourite line from a film?

“No one puts baby in the corner” from Dirty Dancing.

What’s the most important innovation you’ve seen in your lifetime?

Mobile phones. It’s amazing how much we can access from our fingertips. I particularly love how easy it is to listen to any genre of music or any song in an instant. I remember listening to my CD walkman on repeat. Now the ease of browsing for new or old music via an app is amazing!

Which food could you not live without?

Oats. I eat them everyday without fail. They are perfect on a cold winter morning with some fruit and Nutella. They also remind me of being at home with my family in the North of England. Nostalgic!

What’s the best place you’ve ever travelled to and why?

Morocco. It’s beautiful and has the most incredible sights and sounds. I really enjoyed being amongst the hustle and bustle.

What’s your proudest achievement?

I once worked at Buckingham Palace!

What’s your guilty pleasure?

Watching reality TV with a cup of tea and a packet of digestive biscuits.

What advice would you give to someone thinking about working in healthtech?

There's no better way to be involved in having a positive impact in health care. It’s such a rewarding environment to be a part of and I would advise anyone who is thinking about it to go for it!


Kai • Customer Experience Associate

Kai-Echo-Customer-Experience-Associate

What gets you out of bed in the morning?

I’m not a morning person but once I’m up… looking forward to being part of something new and challenging.

How would you describe your role in five words or less?

Enhancing user experience through support.

What drew you to Echo?

Knowing that I could be part of something innovative and life-changing for millions of people with Echo, and changing the way people manage prescription medication.

What do you like most about your job?

No two days are the same and I couldn’t ask for nicer people to work with.

What’s the nicest thing an Echo user has ever said to you?

“I really appreciate the help” and “you have calmed me down in what was a stressful situation!”

If you could pick anyone, who would you choose as a mentor and why?

Bruce Lee… say no more.

What’s your favourite line from a film?

“When you have eliminated all which is impossible, then whatever remains, however improbable, must be the truth” from Sherlock Holmes.

What’s the most important innovation you’ve seen in your lifetime?

Smartphones and the technology that can support and create smart ecosystems.

Which food could you not live without?

Oh, 100% rice.

What’s the best place you’ve ever travelled to and why?

Kyoto in Japan: a completely different culture to anything I’ve seen and incredible food.

What’s your guilty pleasure?

Deliveroo and Netflix. Couch potato for sure.

What advice would you give to someone thinking about working in healthtech?

Definitely go for it if it’s something of interest to you! With all the unexplored applications of technology in health, there are so many opportunities to be discovered to help people in the 21st century live healthier and better lives.


Aysha • Customer Experience Associate

Aysha-Echo-Customer-Experience-Associate

What gets you out of bed in the morning?

The idea of a new day, new memories and fun adventures.

How would you describe your role?

Ensuring our users have the most comfortable, easy and stress-free experience in obtaining their medication.

What attracted you to Echo?

The concept behind receiving your medication at home whilst you’re at work is a dream for most. The convenience and pure brilliance in the idea to create a company that’ll fulfil that.

What do you like most about your job?

Connecting with users and with my colleagues.

What’s the nicest thing an Echo user has ever said to you?

That we are the best and to have a wonderful, cosy evening of knitting!

If you could pick anyone, who would you choose as a mentor and why?

Sounds a bit up myself, but I stopped looking for someone to mentor me when I was at the lowest in life. I seek to be my own mentor, learning and growing as I grow with others. My own experience defines me and no other person could ever comprehend my mind or my way of thinking. It’s confusing for me too.

What’s your favourite line from a film?

“I want our country to love us as much as we love it!” from Rambo.

What’s the most important innovation you’ve seen in your lifetime?

The rapid progress of technology. A simple metal device can show display images on a screen in real-time. I feel we take this for granted. We don’t realise how much humans have evolved to create such objects.

Which food could you not live without?

Chicken wings. Obviously water, but chicken wings too.

What’s the best place you’ve ever travelled to and why?

My homeland, Afghanistan. The landscapes, the history and the hospitality of the people is mind-blowing. Despite all the pain and struggles, the country’s beauty is beyond me.

What’s your proudest achievement?

Living to be 22.

What’s your guilty pleasure?

Ben and Jerry’s brownie ice cream on a Friday night with a comedy show, and sleep.

What advice would you give to someone thinking about working in healthtech?

To understand the importance of life, and to think of patients as you.


Daniel • Customer Experience Associate

Daniel-Echo-Customer-Experience-Associate

What gets you out of bed in the morning?

Knowing there’s a problem that needs solving, processes that need refining and endless room for improvement.

How would you describe your role in five words or less?

A little bit of everything.

What attracted you to Echo?

There was a lot of room for growth—not just personal growth but the direction the business could head in. So far, I have found this to be true.

What do you like most about your job?

Ultimately, how dynamic it is. As of late, my influence within product development, too. Having my ideas and suggestions come to fruition.

What’s the most important innovation you’ve seen in your lifetime?

Probably the internet. It’s quite hard to fathom the extent of its influence. Unlimited and free information, e-commerce and communication are the areas I believe have had the most impact.

What’s the best place you’ve ever travelled to and why?

Currently, Dubai. When I was out there, I managed to visit the desert during the night and was just stargazing for hours. It was a pretty surreal experience.

What advice would you give to someone thinking about working in healthtech?

Stop thinking about it and do it.


Hannah-Marie • Customer Experience Associate

Hannah-Marie-Echo-Customer-Experience-Associate

What gets you out of bed in the morning?

It used to be a ridiculous amount of strong black coffee but since starting work at Echo, it's knowing that I'm going to a job I love. Oh, and free biscuits.

How would you describe your role in five words or less?

Feng shui-ing a patient's life.

What attracted you to Echo?

I was skimming the internet looking at articles and happened to read about this amazing new start-up called Echo. The premise sounded so simple, convenient and fluid. I went on their website to just read a little more and noticed a job posting. I applied that night and the rest is history.

What's the best thing about your job?

The people. Having a great team around you makes even a bad day become a good day. Things are constantly changing and every day is different, which helps to keep me motivated and ready to face every new challenge.

What’s the nicest thing an Echo user has ever said to you?

I once had a patient tell me “you made my day!!!”. Knowing I’d helped someone in a complicated situation made my day too.

If you could pick anyone, who would you choose as a mentor and why?

Can I choose the office spaniel, Bruce? He’s always happy and has wisdom in his eyes. But if you’re looking for an answer which involves a human mentor, it has to be the one and only Sir David Attenborough.

What’s your favourite line from a film?

“That day, she was amazed to discover that when he was saying "as you wish," what he meant was "I love you"”—The Princess Bride.

What’s the most important innovation you’ve seen in your lifetime?

That’s easy: technology. We can now do amazing things we never thought possible 50 years ago. Of course, having a phone is great, but think about the amount of things you can do at home just on your computer or the places we can travel to on a plane for example.

What’s your guilty pleasure?

Abusing Netflix’s series, eating copious amounts of chocolate biscuits and drinking herbal tea.

What advice would you give to someone thinking about working in healthtech?

Working in healthcare is one of the most rewarding careers you could choose. You have to work hard and put a lot in but knowing that you’ve helped someone or made their life slightly easier is worth it. The people I’ve met who work in healthcare are kind and really care about what they are doing for patients.


We’re here to help

Echo-Customer-Experience-team

If you have any queries for our CX team, there are two ways to get in touch: by sending us a message via the in-app messenger, or by emailing us at hello@echo.co.co.uk.

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