I'm passionate about making sure customers are treated fairly and that we deliver an excellent customer experience. I've worked in financial services for the last fourteen years and have been lucky enough to be involved in projects where I could make a difference and improve the customer journey, enhance the colleague experience and make the business more efficient.I enjoy getting to grips with the current state by looking at business MI, processes, customer research, root cause analysis of complaints, etc. to identify the issues then engage with key stakeholders to make recommendations for improvement. It also allows me to use my skill set to its full advantage:Customer focused – I’m a strong believer in the customer experience and making sure customers are treated fairly. I have reviewed the end to end customer experience and implemented improvements, as well as looking at what the perfect journey would be to ensure positive emotions.Business analysis – I can run end to end reviews using customer and colleague input along with business MI and modelling processes to identify issues and make recommendations for improvement. Project Management – I’m a Prince2 practitioner who can take the role of project manager or team player to make sure we all achieve our objectives.duncanshughes@sky.comSpecialties: Customer experience management / Moment mappingTreating Customers Fairly (TCF) knowledge and awarenessProject managementCoaching and supporting colleaguesStakeholder managementBusiness and process improvementBusiness analyst / root cause analysisComplaint management