Cheryl Bracey Email & Phone Number

Led a Business Change team supporting cross channel delivery for c 9000 colleagues across c600 branches, contact centre and multiple back-office teams. Worked closely with senior stakeholders to deliver and embed changes and new ways of working to support colleagues andcustomers. Responsible for change governance, risk management and reporting to ensure effective oversight including customer, operational and conduct risk Key achievements include:Initiated, shaped and led the implementation of cross channel projects and programmes including the rollout of a new telephony platform (Amazon Connect), a replacement colleague account servicing system and multiple end of service life system upgrades.Developed and delivered a fully costed in house data capture resourcing and tooling solution for the entire branch network which increased non recorded member facing time from 51 to 80% leading to increased utilisation of capacity and more robust forecasting and budget management.Initiated, piloted and scaled a digital chat to branch functionality during the pandemic connecting customer remotely to branch colleagues supported by an appointment booking system for socially distanced conversations which generated 2000 chats per month with a best in class customer satisfaction rating of 88% and an employee experience rating of 9.5/10Successfully led the divisional GDPR plan to ensure Day One compliance in May 2017 working closely with Nationwide’s Risk Director.

Swindon, United Kingdom

Responsible for business readiness to support the property transformation of high street branches from temporary closure through to re-opening.Identifying and implementing changes to customer and colleague journeys in the new branch counterless layout consulting with business users to deliver optimal solutions to maximise benefits and enhance the customer experience.Set up, implemented and led governance, reporting and oversight for all business readiness activities.Developed and delivered a revised end to end temporary branch closure process with stakeholders Scrooge business including external regulatory requirements.

Swindon, United Kingdom

Led a team of 10 Payments Subject Matter experts to deliver the Payments change roadmap Proactively set up the Divisional Payments People plan in addition to daily role delivering a range of solutions to support colleague development.Led and implemented a Target Operating Model review to re-define the teams’ capability offering, structure and stakeholder engagement approach.

Swindon, England, United Kingdom

Delivering Business Readiness for Payments on major change programmes including migration of c5.5 million current accounts to a new internal payments platform and 3rd party banking platform (SAP), Industry Current Account Switching service (readiness for launch) and integration of acquisitions for example Cheshire, Derbyshire and Dunfermline Building Societies.Management and mitigation of risks and issues impact assessing workarounds.

Swindon, United Kingdom

Representing Payments Operational Trams as the Subject Matter expert on the Core Bank replacement programme from defining business requirements through to implementation and business handover

Swindon, United Kingdom

Swindon, United Kingdom

Burford, Oxfordshire, United Kingdom

Newbury, Berkshire

Warrington, United Kingdom

Operational Leadership

Diploma In Management Studies, Pass

Certificate In Management, Pass

Bachelor'S Degree, Modern Languages (French And German), 2:1 (Joint Hons)