Gillian Fisken Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh, City Of Edinburgh, United Kingdom

Investment Change - managing fund changes including, closures, suspension, unsuspension, mergers, change of underlying assets.

Edinburgh, City Of Edinburgh, United Kingdom

Managing the transfer of processes for Credit Card Migration, including gathering requirements, designing solutions, testing, dress rehearsals and implementation.

Edinburgh, United Kingdom

• Delivering key change for the business including, debit card integration onto existing platform and improved customer journey. Liaison between business stakeholders and third parties to deliver requirements/change.
• Working with all areas of the business, defined and documented requirements for changes to customer facing website
• Working with suppliers and utilising JIRA in an agile environment, organised and analysed requirements for Sprints
• Documented testing scripts and completed testing on customer website and back office function, identifying defects and managing resolution to achieve sign off

Edinburgh, United Kingdom

Working on the Future Williams & Glyn Delivery Team, responsible for the migration of live account applications from RBS to Williams & Glyn (Sales Pipeline) including stakeholder management, schedule of events, documentation of required artefacts, records management, testing, project reporting, planning, risks and issues management. - Defined Customer.

Dundee, United Kingdom

Successful delivery of a Global Order Management Software (utilising CRM, SharePoint and Microsoft Dynamics Navision ERP) into UK and US global offices. Responsible for defining and managing requirements, planning, workshop facilitation, risk, issue and resource management, testing, deployment to live, implementation, creation of all global process.

Delivery of key initiatives to enable the company to meet regulatory standards set by the FCA. Responsible for introducing risk led policies and processes for Business Continuity and Change Management through working with key stakeholders to director level across the business.

Dunfermline

• Supported the roll out of Service Excellence Programme in Credit Card Operations through coaching colleagues, leading workshops, mapping and challenging existing processes and driving forward delivery to improve the.
• Mapped the customer journey, identified opportunities for improvement and designed the ideal future state for the Credit Card disputes process – aligned to the business strategy.
• Developed new SMS and letter templates to improve the customer journey
• Captured and prioritised opportunities for improvement - led process mapping sessions to map the current process and develop ideal state

Edinburgh, United Kingdom

Led a team to deliver process improvement across multiple channels using the change life cycle and lean methodology:- Managed backlog of improvements working collaboratively - End to end design of new bereavement notification customer journey in branch. Working cross division, delivered tactical solution in 6 weeks, with great feedback received- Design of.

• Managed change projects using Group Change methodology. Worked with project sponsors and cross divisional stakeholders in scoping and developing project plans, identify project risks and issues and actions to mitigate..
• Designed operational processes for new branch design. Facilitated working groups with frontline staff to ensure process design met the branches requirements
• Worked with Cross Divisional teams and 3rd party suppliers to develop and deliver new branch launch training materials to embed changes. Delivered front of house customer experience training. Used voice of customer.
• Defined and agreed business requirements for Wi-Fi in branches
• Completed post implementation and benefits review prior to gaining approval to close project

Edinburgh, United Kingdom

Process subject matter expert and voice of the customer for all process improvement initiatives. Undertook root cause analysis of complaints and utilised lean tools, customer insights and process mapping to identify pain points and implement changes. Key deliverables included:- Radically simplified Company Mandate. Led cross divisional team to deliver.

Edinburgh, United Kingdom

Responsible for service improvement within the branch network. Utilised customer insight and complaints data to deliver service improvements. Key deliverables included:- Management of Retail recognition schemes including outsourcing of programme management- Design and roll out of customer experience cultural programme to over 38k retail staff - to improve.

Glasgow, United Kingdom

Recruited onto the Graduate Programme. Key deliverables included:- Successful management of operations teams- Complaints monitoring and resolution including design and implementation of error logging system- Development of Service Centre intranet site

Master Of Arts (M.A.), Business Organisation

Management studies Logistics Accounting Employment law Economics Human Resources Operations

Maths And Business

Education record

7 Higher Grades (maths, english, geography, chemistry, biology, accounting, management studies) and 1 Six Year Studies (maths)