Market-leading data solutions & consultancyCommercial Loan Remediation Programme (NatWest):Identifying and fixing set-up and in-life errors in loan processing for non-personal loans, which led to customer detriment. When seeking to determine which arrears were technical and which were true, a suite of other errors was identified (typically relating to loan processing) that led to significant misalignment of a customer’s actual amortisation scheduled compared to their contractual amortisation schedule.Key Wins:• Leveraged domain knowledge to provide strong challenge when senior stakeholders were making decisions with negative customer impacts based on incorrect assumptions.• Identified flaws in project scope definition that, left undetected, would have resulted in tens of thousands of customers being incorrectly denied redress.• Designed a solution that would provide much greater accuracy in identifying detrimental errors and deliver a solution in highly compressed timescales.• SME and key contributor to review of remediation programme by Oliver Wyman external consultancy, enabling the definition of revised remediation principles.• Delivering realignment options and redress data for customer mailings.

Providing analysis and insight to support the management of the design, delivery and profitability of operations activity and marketing campaigns aimed at improving the income and yield of the credit card portfolio. Played a pivotal role as a credit cards subject matter expert to ensure a smooth transition to a new data platform.Duties entailed:• Delivery of significant balance and income targets.• Design and deliver activities to increase the income generated from balance transfer offers.• Optimise re-pricing activities to increase income.• Optimise fee and parameter settings on the card portfolio to improve profitability.• Ensure performance measures are being effectively with clear and regular MI.• Design campaigns with robust financial analysis that will strengthen the acquisition offer and increase cardholder interaction leading to balance growth of existing customers.• Regularly liaise with stakeholders from credit risk, finance, marketing, compliance and operations to deliver projects and campaigns.• Designing, developing and implementing reliable reporting systems and dashboards.• Manipulating, cleansing and processing big data using SAS, SQL and MS Excel. • Regularly work with various stakeholders across Sainsbury’s Bank and Lloyds Banking Group to bring a variety of Credit Card products to the market.• Analyse historical card usage behaviours to develop NPV modelling for card profitability.• Lead and managed various analytics projects ensuring that objectives are met within agreed timeframes.

Providing analysis and insight to drive future marketing activity through customer profiling and measuring campaign performance of Tesco Bank’s Credit Cards. Duties entail:• Presenting various reports and dashboards, analysing the profitability and effectiveness of marketing campaigns to key stakeholders, senior management and external agencies.• Manipulating, cleansing and processing large volumes of data using SAS, SQL and MS Excel.• Designing, developing and implementing reliable reporting systems to aid operations in the analysis of Tesco Bank’s banking products including Credit Cards, Loans, Current Accounts and Savings.• Created, devised and implemented the Marketing Answers dashboard suit enabling the Bank to conduct on demand reporting/analysis.• Implementing ‘campaign targeting’ to improve customer experience and as a result, reduce marketing overheads and improved customer outcomes.• Geographic profiling of the Tesco customer base thus increasing the effectiveness of target marketing and sales. • Creating interactive, train of thought, self-service dashboards.• Data quality monitoring and auditing to ensure delivery of reliable and accurate analysis.• Automation using SAS macros and VBA.• Lead and managed various key analytics projects.• Conducted training/workshops for colleagues, stakeholders and external agencies.• Creating documentation and job cards for dashboards and analysis.• Achieving and exceeding SLAs.

Supporting the management team and other stakeholders through extensive data analysis and theprovision of complex Management Information (MI). Reporting findings to work colleagues, seniormanagers and stakeholders in a clear and concise manner.Duties:* Manipulating, cleansing & processing data using SQL, Access and Excel.* Writing T-SQL scripts to manipulate data.* Data quality monitoring and auditing to ensure delivery of reliable and representative MI.* Designing, developing and implementing reliable reporting systems.* Designing and developing SQL server databases.* Automating MI reporting.* Advising on procedures and recommending improvements.* Summarising relevant data into clear and informative formats.* Achieving and exceeding SLAs.* Conducting user recertification for software packages, shared drives and SharePoint.* Developing and administering department SharePoint sites.