Andrew Westhead Mba Email & Phone Number

London, England, United Kingdom

- Responsible for the leadership of 1300 colleagues across 166 branches, 90 distributed contact centres, delivering sector leading levels of customer service (91% CSAT) for the regions 4 million customers, generating significant income levels for the society, rewarding loyalty and member value whilst creating a network culture that is aligned to our corporate values.- Highly commercial focused, driving increasing market shares in the UK mortgages, banking, unsecured lending and general insurance sectors, whilst automating sales and strictly managing the regional P&L.- Experienced with a variety of customer service channel operations, delivering against robust KPIs in face-to-face service, digital channels, chat and telephony service, helping the Society significantly improve its % answer rates, AHT, authentication, hand-off’s, call originations and reducing repeat calls and complaints.- Shape and implement the channel risk and governance strategy for the entire Branch Network, ensuring the network is operating within the society risk appetite, controls environment, working collaboratively and in partnership with Society Risk leaders and 3LOD and to ensure thorough governance across Nationwide’s Retail Services operation.- Leading the implementation of the Society’s Service Strategy for the 600 UK branches, responsible for: contributing to the strategy; managing costs to achieve maximum return with the minimum of risk; conducting horizon scanning for opportunities and threats concerning the business environment; leading a people strategy that attracts, develops and engages highly skilled and effective colleagues; leading the future evolution of the network and multi-skilling colleagues to ensure an agile and efficient workforce.

London, England, United Kingdom

- Selected by the Nationwide Executive Committee to step out of my director role to support the society’s response to Open Banking prior to its launch in the UK financial services sector.- Working within the Digital & Innovation channel as a distribution expert to support the creation of the Open Banking Change & Operations operating model and its ‘compete’ strategy and supporting its implementation into member facing teams.- Responsible for all change programs within Open Banking Compete as well as all colleague engagement, communications, business operations, member insight and learning & development.- Accountable for the delivery of strategically aligned outcomes at maximum return on investment, to the highest standard possible within the agreed timeframe. Balance the desired outcomes in the form of a roadmap, delivery priorities, capacity/cost and achieved this within the targets set by the regulator.