• CX Technical Consultant specialising in customer experience solutions using AWS Cloud Technology, Amazon Connect, and Voice/Conversational AI/Generative AI.• Expertise in designing and implementing scalable and cost-effective cloud solutions that optimise customer engagement workflows.• Developing and experimenting with voice, conversational AI and generative Ai solutions using Amazon Connect.• Track record of improving customer satisfaction, reducing costs, and enhancing engagement for clients.

• Designing and delivering change to digital offerings pan bank, supporting 14 Brands and 17 lines of business for Web Chat, In-App Secure Messaging, WhatsApp, Apple Business Chat, and our social channels – Facebook and Twitter • Working in Agile, collaborating with internal and external stakeholders to continuously identify, prioritise and improve customers digital journeys. • Identifying and leveraging emerging technologies and ways of working to help inform and disrupt the strategic direction.

•Designing and delivering against a large portfolio of business change, experimenting with agile and DevOps delivery methods to test and prove new use-cases and journeys against strategic goals

Digital Customer Support - Transformation Analyst. Managing the development of new Web Chat, Mobile and Secure Messaging capabilities internal and external facing environment.Supporting changes that enhance customer’s digital experience and increase digital adoption.

Telephony Transformation Design Authority - Senior Design Analyst. Designing and developing contact centre architecture: Integrated desktop / Telephony call routing and IVR call routing systems.