Amy Houston Email & Phone Number

Greater London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

Chiswell Street, London

London, United Kingdom

London

London, United Kingdom

• Fully accountable for the Retail online customer experience of Lloyds TSB credit cards customers.• Leading the digital credit card user experience team to prioritise and deliver key optimisations to the credit cards online customer journey, to both improve customer satisfaction and drive profit.• Interpreting key web analytics, competitor benchmarking, product performance and website feedback, and communicating effectively results to senior management stakeholders.

London, United Kingdom

Managing the stakeholder engagement theme for Lloyds TSB Site Redesign. Key responsibilities included:• Brought onto the Lloyds TSB Public Site Redesign by senior management to gain group-wide advocacy of the new website, working with stakeholders across Digital, Group Risk, Legal, Products Division, Marketing and Group IT to ensure the site was fully optimised.• Collaborated with a number of creative and digital agencies, to deliver user acceptance testing and achieve financial promotions approval of the website content.• Initiated the Lloyds TSB Commercial Finance Redesign, liaising with stakeholders with little previous focus on digital centric proposition, to plan the delivery of a new online customer experience.

London Bridge

Key point of contact for stakeholders across Commercial, Corporate, Wholesale Markets Treasury and Trading, Corporate North America and Asset Finance CIOs for risk management and mitigation.Collaborated with Business Technology Managers to produce risk logs with accurate action plans, risk rating scores and target resolution dates, ensuring Wholesale CIO Director has a clear view of his risk landscape.Implemented regular governance forums providing an insight for local managers into risk oversight and monitoring within their business units.Key Achievements:Successfully tested 3 directorates; Wholesale, Central Functions and Wealth & International against the Internal Control Framework and highlighted points of failure within Lloyds Banking Group.Developed an end-to-end penetration testing and vulnerability scanning process and liaised with Group Information Security and various Business Technology Managers in international locations.

Edinburgh, United Kingdom

Supported the testing, defect management and launch of a new maturity bond product, including managing an overnight warranty implementation.Lead the study and design phases of the Payments Services Directive project (Faster Payments Regulatory implementation) as well as managing the resourcing plan, reporting into a senior IT Project manager.Assisted in planning and scheduling the 2011 portfolio for Sainsbury’s E-Commerce/E-Business platform and directed the Knowledge Transfer program from local colleagues to offshore partners during ongoing selection announcements.

Bsc(Hons), Management 2.1

Activities and Societies: Winner of First Group Business Competition 2008, Launched own profitable business alongside studies, Winner.

Economics, Business Studies, English, Theatre Studies