Leading the expansion and development of a rapidly growing digital proposition bringing together holiday accommodation owners and holiday makers to provide memorable vacations in the UK.

Leading the internal consultancy function, working across the business to translate business strategy into business design, drive priorities for strategic change and efficiencies through the disciplines of business architecture, customer journey design and end to end process design.Key areas of accountability:-Business Architecture including capability modelling, maturity assessments, RACI, and target operating model design-Act as the lead business architect, working closely with Enterprise Architecture, to ensure that business design and technology roadmaps are aligned and working to the same target operating model to deliver the strategic objectives of the business.-Lead the Business Design function to provide the Group with a clear target operating model, roadmap and defined transition states -End to end process design and governance in line with business architecture -End to end customer journey design

Leading the development and embedding of a new capability for Yorkshire Water defining and delivering an enterprise wide End to End Journey Management framework and capabilities, evidencing multiple perspectives to shape a balanced and focussed delivery roadmap / change portfolio. The role supports the development and delivery of business strategy through a systematic approach driving ‘outside-in’ thinking, insight generation, and shaping and prioritising change initiatives. Responsible for managing large, multi-year, complex, enterprise wide transformational initiatives.

A senior role responsible for the design and implementation of the Groups Customer Experience Strategy, related improvement programme and continuous assessment of the customer reality across key journeys and touch points. o Design and deliver the Groups Customer Experience Strategy, aligning to corporate goals and Brand promiseo Activate the strategy through developing an ongoing activity roadmap and CX Blueprint communicating future target states o Responsible for the design and development of the Groups Customer Journey Management capability and framework ensuring the Group takes an ‘outside in’ approach and addresses the most appropriate challenges in a pragmatic and logical sequence.o Responsible for the ongoing assessment of end to end customer journeys drawing upon varied business and market information to generate real commercial insights to influence business change and portfolio planning. o Provide leadership and consultancy across the business and programmes to ensure the ‘customer’ perspective is sufficiently assessed and addressedo Group expert and authority on CX Management capabilities supporting key stakeholders to galvanise around customer centricity, outcomes and collaborative working.o Lead the ongoing CX Narrative across the Group to communicate the ambition, current performance, issues and opportunities. o Secretary and deputy chair for the monthly CX Committee driving accountability, momentum, and delivery on key business objectives.o Responsible for the leadership of a team of CX Consultants, driving customer centricity and capability across the Group through developing collaboration and challenging the status quo.o Set KPI’s in relation to CX performance including colleague bonus measures and board reporting.o Responsible for the Customer Experience Academy delivering CX training and interventions o Budget responsibility for the area and management of 3rd party relationships.

A key role in shaping and delivering the Group’s strategic priority of delivering a ‘market leading customer experience’ by leading all core research across the Group, including Yorkshire, Chelsea, Barnsley, Norwich & Peterborough Building Societies; Accord Mortgages, YBS Share Plans and the EGG Brand. o Responsible for the Groups CX tracking study and development agenda, monitoring key drivers of advocacy, loyalty and producing the Groups NPS scores. Proactively diagnose strengths and opportunities within the Customer Value proposition and take action to address these working with key stakeholders. o Responsible for the Groups brand tracking study, research methodology and development agenda. o Responsible for delivering primary research projects to drive the requirements of strategic transformation activity, influencing senior stakeholders to ensure new initiatives are delivered in a way which is congruent with a market leading CX.o Work closely with Heads of Channel, making recommendations and providing insight into how to most effectively enhance the customer experienceo Work closely with Heads of Product and Marketing, providing insight and recommendations on how to develop customer propositions which will resonate with target markets.o Maintain leading edge knowledge of the financial services market, understanding the strategic agendas of competitors and recommending actions based upon resultant opportunities and threats for the Group.o Maintain an outward looking approach to the Market Research profession, understanding new trends and practices, developing a clear view on what would add value and preparing compelling business cases to introduce to YBS Group. o Responsible for leading a team focussing on both quantitative and qualitative studies supporting strategic and tactical objectives and a broad and varied change agenda.o Responsible for customer panel, market and secondary sources.

The primary focus of the role is to inform the business and create actionable insight into the competitor landscape and evolving consumer trends and behaviours to support HSBC’s senior leadership team in considering key strategic questions to support business sustainability and growth. o Accountable for leading multiple studies into key competitors and emerging consumer trends supporting the development of differentiated product design and customer propositions. o Design and facilitation of customer journey mapping workshops driving customer centricity and ideation.o Collaborate with Customer Analytics to deliver insight on competitor landscape aligned to growth prioritieso Scope, develop and deliver bespoke and ongoing competitive intelligence reporting within stakeholder networko Independently keep abreast of and track competitor activity within selected areas.o Management of the Insights platform bringing insight and research into a central hub for SME’s and the business. o Monitor press and social media from competitors using desk research and specific tools, providing rapid response to emerging customer and brand issues. o Management of 3rd party contracts and relationships.

Working within a newly formed team dedicated to the evolution of a customer-centric culture across the UK Bank. Delivering a customer-centric translation of strategic priorities into clear roadmaps for delivery and then driving this focus across business functions with scalable models that embed and deliver.o A senior role working closely with the Leadership Team to define complex business challenges related to business strategy. o Responsible for turning business needs into compelling research briefs and working with partners to deliver fresh insight.o Designing qualitative and quantitative research plans for products in all stages of the Product Life Cycle.o Overseeing the design of research questionnaires and moderator guides.o Managing and mentoring Research Managers.o Reviewing the analyses and reports of others—ensuring accuracy, logical consistency and value-add.

Managing a variety of qualitative and quantative research studies for HSBC, first direct and M&S Money