Gemma Goodwin Email & Phone Number

Glasgow, Gb

This role includes all of the same responsibilities as the Service Design role below, with a name change as part of organisation structural changes. I’m also now responsible for the CX and design of some employee journeys and offerings, such as Friends and Family offers.

I’m responsible for supporting Three's brand strategy by designing and delivering consistent, multi-channel customer journeys and solutions: my team take insights and develop them into ideas and then bring those ideas to life for our people and our customers. I’m accountable for working collaboratively with teams across the business, to design and develop human-centred journeys and solutions which deliver a great experience, positive brand perception and meet our commercial targets.The role consists of a broad variety of requirements including: client and customer management, personas, customer interviews, user research and insights, service design, journey mapping, project management, compliance, improvement and innovation, Go-To-Market delivery, knowledge management and regulatory change management. I work with a huge variation of stakeholders, vendors, agencies and partners on many different projects on a daily basis and have had the opportunity to travel to India as part of my role.

Glasgow, United Kingdom

I'm a Channel Change Specialist (now called GTM Specialist)My role is part of the Service Design team. The purpose of the Service Design team is to support Three's brand strategy by designing and delivering consistent, human-centered, multi-channel customer support solutions.The team is responsible for working collaboratively with multiple teams across the business, to design and develop solutions. My role is to work closely with the Snr Service Designers to take their designs and turn them into a reality, through fully functional processes and support operational readiness in channels for any change. This can be anything from a new prop, new suite of price-plans or a regulatory business change. I support my Snr colleagues with journey mapping, personas, CX development and work with a huge variety of stakeholders both across the business and externally through vendors and partners; like Amazon, Tech Mahindra, Buyapower, Apple, Google and Samsung.

Glasgow, United Kingdom

I'm responsible for the CX of our social media channels and video chat experience. Primarily working with our Social Media and Video departments in Glasgow, and eServices Department in India, I ensure that our customers get the best experience possible. My day-to-day role involves assessing our written comms and recommending actions to improve. I also work closely with our partners in India.A large part of my role at Three is looking at enhancing and streamlining our customer experience across all of our written/digital channels. This includes value-adds (e.g. interactive content), promoting self-care to customers and recommending the right channel for each customer journey.I work closely with other functions across our business, including our Marketing teams to ensure that we're focusing on the bigger picture.

St Vincent Street, Glasgow

Day to day activates involved supporting existing Risk and Quality Specialist colleagues, calibration checks to ensure consistence across the team, coaching, feedback, personal development and career support.I facilitated senior stakeholder meetings to discuss trends, results and remedial actions and facilitated calibration sessions. I also independently reviewed scorecards that had been appealed by Snr Managers across all UK sites and made decisions as to whether the original scoring was correct/ if amendments needed to be made so that the evaluation was fair and aligned to all processes, business needs and legal requirements.

St Vincent Street, Glasgow

My day to day role was to assess and report on risk, quality and regulatory performance against business needs, strategy, policy and controls as agreed by the business and governance channels within Santander UK. I conducted audit/ testing activies to ensure adherence to compliance using agrees scorecards.I provided clear and straightforward feedback to relevant stakeholders to identify compliance fails and any knowledge gaps/ training requirements and recommended actions to remedy.I supported stakeholders and front line through feedback, coaching, workshops, calibrations and by providing an accurate picture of root causes through MI and trend analysis with recommended actions.

3D Design

Service Design - Bespoke Training

Higher National Diploma, 3D Design And Interior Architecture