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 Journey for different customer groups at cutover event including Transitional Business Processes for Sales Pipeline using Blueworks (BPM), engaging with Stakeholders across the business. - Delivery of Voice of Customer and Colleague for Corporate and Commercial Business - Delivery of Technical Implementations - including all preparation, business readiness, governance sign off, business check out and supporting communications to the business.

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 documentation, communications, training and post go live support. Worked closely with the business, technology and external 3rd party suppliers to create and deliver a global solution.Coached and supported colleagues

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 customer, colleague and business journey.• 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 exceptions process for online loan applications - resulted in 32.5% increase in completions- Undertook a review of Advice Operations (investments, pensions/annuities and protection) .... documented and analysed existing processes and customer journeys, waste, identified and prioritised opportunities for efficiencies to maximise customer experience. Created 15%-20% efficiencies- Designed and implemented retail process change model ensuring they future process changes were controlled, fully governed and maintained giving a single view of process change across retail. Embedded change process, introduced a continuous improvement process.- Designed and delivered an online hub for process knowledge in retail banking containing over 600 processes. Led team of analysts to document and work cross divisionally to process map all processes.

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. Managed project to create improvements to operational processes for new branch design.• 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 data, root cause analysis of complaints and staff feedback forum, to identify process and property areas for improvements post launch. Secured budget for post launch changes through business case • 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 streamlined mandate- Developed and maintained suite of process dashboards to monitor products/ processes / journeys and identity issues and progress. - Mapped complaints team processes and introduced improvements saving over 30 hours per monthExpert in:- Root Cause Analysis- Customer insight - Project / Change life cycle- Business requirements- Project Planning incl MS Project- Risks and Issues definition and management

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 cutomer service delivery- Reviews of training material to ensure Customer Service focus- Executive reporting to Managing Director and Chief Executive

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)