The Customer Experience Lead and 'CX Business Partner' to the Handelsbanken business and Consumer Duty project team, for the implementation of 2023 FCA Consumer Duty regulation. Created a framework and methodology to empower Product Owners and Service Designers to implement and maintain compliance with the FCA Consumer Duty within their specialist areas through Customer Journey Maps and Service Blueprints. Foundations of which was to convert from product-led ways of working to customer-led ways of working to achieve customer outcomes.

Driving empathy for our customers in the organisation, using Design Thinking methodology and practices to change and transform. Key projects include: data-driven Customer Attrition (with the introduction of behavioural science to establish why, not just what was happening), Customer Onboarding and Integrated Serving.

Worked closely with senior stakeholders across the global HSBC business, to drive better experiences for our customers. By carrying out research I was able to define and design the future state of our customer’s experience. I also led training on Customer Journey Mapping and promoted the use of our Brand 'tone of voice'.

As an Integrated Marketing Manager my role spanned many aspects of marketing; strategy, planning, advertising, communications, digital (campaign webpage design), thought-leadership and events. A proud customer-centric marketer and always placed myself in the customers shoes in order to understand their journey and create their experience. Responsibilities included leading the 'Connecting for Growth' International campaign, being Event lead for annual China & RMB event two years in a row and owned the comms work-stream for 'Elevator campaign'; copy writing the customer comms and continuously improving them to achieve highest engagement levels. As well as maintaining great working relationships with our business stakeholders and agencies.

This role primarily involved comprehensive and proactive diary management, booking travel and managing costs of both senior managers. In addition:• I organised a two-day conference for the Global Business Risk Managers: project managing, designing the artwork and creating conference sessions.• I managed the Business Continuity Plan for the Global Commercial business

My initial role within the HSBC group was working in the Premier Contact centre of HSBC Expat. I answered customer queries; however obscure whilst ensuring superior customer service throughout. My helpful and willing attitude allowed me to constantly receive positive feedback from customers and management.

I immersed myself in the Fast Track office in London for two weeks, during my paid leave. I worked with the team organising the HSBC Rugby Lions tour that summer. Daily tasks were varied and sparked my passion to pursue a career in Marketing. I attended client meetings and researched ideas for the ‘Summer of Sport’ initiative at HSBC’s Head Quarters. I landed the idea of HSBC yellow tennis ‘stress-balls’ which were later used and distributed to HSBC staff in the run up to Wimbledon.

SE Asia: Cambodia, Vietnam, Thailand, Australia, NZ, South America: Argentina, Bolivia, Peru, Brazil, Africa: South Africa, Zimbabwe, Botswana.I spent a month teaching English in a Cambodian school in the slums of Phnom Pehn. The children were aged between 6-10 and 11-17. Not only did I have to overcome the language barrier but teach complex English grammar to Khmer speaking children. My energetic personality helped me bring the curriculum alive in order to increase the children’s level of understanding. I also had to draw on my own initiative when teaching subjects from their English books, which were irrelevant and inappropriate in the Asian culture.

Whilst at university I worked as a ‘mad scientist’ teaching after school programs to children. Responsible for planning lessons and managing my time, lessons had to be fun and exciting so as to keep the attention of the younger members of a class.