Leading cross divisional teams to deliver product and service experience improvements across 8.7 million current account relationships with market leading 80% customer satisfaction. Achieved target 10% market share, opening over 4 million accounts whilst remaining compliant during a period of significant regulatory change. • Project sponsor leading the strategic development and successful launch of a new, simplified, commercially sustainable and regulatory compliant overdraft… Show more Leading cross divisional teams to deliver product and service experience improvements across 8.7 million current account relationships with market leading 80% customer satisfaction. Achieved target 10% market share, opening over 4 million accounts whilst remaining compliant during a period of significant regulatory change. • Project sponsor leading the strategic development and successful launch of a new, simplified, commercially sustainable and regulatory compliant overdraft proposition with a £20m annual income benefit. • Orchestrated response to CMA - Retail Banking Market Investigation and FCA - High-Cost Credit Review and Repeat Use regulations. I successfully implemented a new approach to overdraft pricing, new text alerts capability, segmented customer communications, MI & reporting solutions and a cloud based data service.• Designed coronavirus support for overdraft borrowers, launching a fully automated interest holiday solution in just three days to support 30,000 financially vulnerable customers.• Led remediation activity in response to Directions from the CMA. Overseeing a third party review, liaison with the CMA and developed an innovative solution to refund £8m in charges all within 6 months.• Successfully sponsored significant cross organisation proposition and regulatory change projects with total budgets of over £30m.• Championed day to day management of the current account portfolio, leading pricing, service and process improvements to deliver stretching cost, income, efficiency and satisfaction targets.• Empowered incident management teams to quickly resolve issues and deliver positive customer outcomes. Show less

Created customer onboarding, ongoing service, retention and satisfaction strategy, successfully implementing initiatives to compliantly service 800,000 customers, drive 75,000 annual sales, retain 70% of maturing equity bonds and generate £90m in annual income. Project sponsor leading proposition and technical response to significant regulatory change.• Transformed the advisor portal by leading a project team to integrate investment platform, attitude to risk tool, actuarial assumptions… Show more Created customer onboarding, ongoing service, retention and satisfaction strategy, successfully implementing initiatives to compliantly service 800,000 customers, drive 75,000 annual sales, retain 70% of maturing equity bonds and generate £90m in annual income. Project sponsor leading proposition and technical response to significant regulatory change.• Transformed the advisor portal by leading a project team to integrate investment platform, attitude to risk tool, actuarial assumptions and model portfolios to empower 300 financial advisors to deliver compliant advice.• Managed the Investment Committee, ensuring a compliant operation by orchestrating monthly fund manager, attitude to risk, actuarial assumptions and model portfolio reviews.• Project Sponsor for propositional response to Retail Distribution Review and PS13/1. Successfully negotiated and implemented advisor, platform and fund pricing changes, implemented a technology driven customer report, facilitated advisor training and organised national conferences to comply with new regulations.• Implemented a structured products retention communication and advice programme, successfully retaining 70% of £2.6bn maturing assets.• Built and launched a range of simple, risk rated, multi-asset, low cost funds for direct non-advised sales. • Recruited and developed high performing Customer and Fund Research Management teams. Show less

Managed Product & Pricing, Fund Research & Management and Product Technical teams to develop innovative product strategies to meet customer needs, achieve commercial growth targets and deliver outstanding technical service to support over 1,000 advisers distributing Protection & Investments products. • Product proposition built around four pillars - Investments, Protection, Annuities and Inheritance Tax planning.• Introduced model investment portfolios, cultivating… Show more Managed Product & Pricing, Fund Research & Management and Product Technical teams to develop innovative product strategies to meet customer needs, achieve commercial growth targets and deliver outstanding technical service to support over 1,000 advisers distributing Protection & Investments products. • Product proposition built around four pillars - Investments, Protection, Annuities and Inheritance Tax planning.• Introduced model investment portfolios, cultivating relationships with fund managers to inspire over 300 advisers, resulting in 500,000 new customers and a £8bn (400%) increase in assets under advice. • Successfully launched the innovative Nationwide Annuity Service. Starting with customer and market research to better understand retirement planning needs, I led the development through proposition design, project approval and funding, annuity panel tenders, sales platform creation, adviser training and marketing launch. In the first 9 months the service attracted 4,143 applications with pension values of £334m, helping customers earn over 30% more on their retirement income and receiving significant positive press coverage.• Recruited and cultivated a new team to provide technical support on investment portfolio, annuity and IHT propositions to over 300 advisers.Managed third party product relationships with leading providers including:• Protection: L&G, Aviva, AXA and Irwin Mitchell• Investments: BlackRock, M&G, Neptune, Jupiter Merlin, Fidelity, Henderson Global Investors, Aberdeen Asset Management, Kames, Threadneedle, Investec, First State, Newton, Invesco Perpetual, Schroders and Stocktrade• Annuities: TOMAS, Aviva, Canada Life, Just Retirement, L&G, LV= and Partnership Show less

Transformed the Protection and Investment proposition by leading a new distribution relationship with Legal & General to introduce an enhanced product range. Managing product development, promotional campaigns and advisor engagement to increase leads and sales, resulting in annual income growing by over 450%. • Marketing lead on a distribution agreement with L&G, embedding a new proposition and operating model. • Led a significant programme of research and product… Show more Transformed the Protection and Investment proposition by leading a new distribution relationship with Legal & General to introduce an enhanced product range. Managing product development, promotional campaigns and advisor engagement to increase leads and sales, resulting in annual income growing by over 450%. • Marketing lead on a distribution agreement with L&G, embedding a new proposition and operating model. • Led a significant programme of research and product development, resulting in a simpler, better value and market leading Protection proposition and significantly enhanced range of Investments to match customer’s attitude to risk.• Drove improvements to the structured product proposition and sales processes resulting in a 700% increase in annual sales, capturing 8% market share.• Managed £2m annual marketing budgets to generate awareness, create leads and support the sales teams in meeting customer needs and exceeding annual sales targets.• Managed third party product relationships with leading providers including L&G, Aviva, Axa, BlackRock, M&G, Neptune, Jupiter, Threadneedle, First State, Newton, Invesco Perpetual and Schroders. Show less

Managed Nationwide’s structured products and investments product range. Led the creation and launch of a stocks & shares Child Trust Fund, gaining 6% market share and a new Target Return fund, attracting £300m in the first two years. Managed a £2m advertising campaign, increasing funds under management by £1bn to £2.6bn. • Undertook a strategic review of the investments proposition, successfully relaunching with a £2m award winning advertising campaign, achieving a 27% sales uplift… Show more Managed Nationwide’s structured products and investments product range. Led the creation and launch of a stocks & shares Child Trust Fund, gaining 6% market share and a new Target Return fund, attracting £300m in the first two years. Managed a £2m advertising campaign, increasing funds under management by £1bn to £2.6bn. • Undertook a strategic review of the investments proposition, successfully relaunching with a £2m award winning advertising campaign, achieving a 27% sales uplift year on year. • Successfully created and launched a stocks & shares Child Trust Fund through advised and non-advised sales channels. Gaining a 6% market share, with 31% of policies making monthly contributions.• Managed the investment portfolio, guaranteed Equity Bond tranche launches and supported the Investment Committee fund and customer attitude to risk quarterly reviews. • Led the launch of the Target Return Fund to provide a new option for low-risk investors. Show less

Product manager for Nationwide’s £60bn savings book, leading product development, cash flow reporting, pricing strategy and promotional campaigns to increase balances by £10bn to become the second largest savings provider in the UK. Achievements include:• Managing the society’s cash flow, including margin and interest rate management, developing pricing scenarios and implementing interest rate strategies. Achieving a £10bn increase in savings balances over the… Show more Product manager for Nationwide’s £60bn savings book, leading product development, cash flow reporting, pricing strategy and promotional campaigns to increase balances by £10bn to become the second largest savings provider in the UK. Achievements include:• Managing the society’s cash flow, including margin and interest rate management, developing pricing scenarios and implementing interest rate strategies. Achieving a £10bn increase in savings balances over the period.• Implemented a significant range of product and service developments to take the savings portfolio forward to meet both member and organisational needs. Examples include Fixed Rate ISA, ISA tiering, net rate ISA, literature enhancements, Notice Account strategic review and implementing enhancements to statements and service mailings.• Lead the savings relaunch to drive net receipts with a £2m through the line savings campaign. Achieving a £1bn increase in net receipts (190% of forecast), 9% mailing response and 22% recall of radio advertising.• Recognised with industry awards including Mobius Award for Best Radio Advert, Best Direct ISA provider and Best ISA provider from Money Marketing. Show less

A long time before smartphones, Facebook, Spotify or Netflix I joined Nationwide to develop its digital capability and content. Our aims were simple - increase internet banking registrations, drive website use and build digital product sales capability. A few achievements include:• Built internal awareness of the potential of the internet, educating colleagues and creating content to promote Nationwide’s product range. In the year following the launch of e-Savings, 40% of all… Show more A long time before smartphones, Facebook, Spotify or Netflix I joined Nationwide to develop its digital capability and content. Our aims were simple - increase internet banking registrations, drive website use and build digital product sales capability. A few achievements include:• Built internal awareness of the potential of the internet, educating colleagues and creating content to promote Nationwide’s product range. In the year following the launch of e-Savings, 40% of all current account and 30% of all savings accounts sales were completed online.• Developed a “sticky content” strategy and affiliate marketing programme to increase clicks and website use. Achieving 250,000 clicks, 1 million impressions and over £300,000 in third partner offers sales in the first year. • Managed usability research and navigation enhancements to improve customer journey and experience.• Part of a small team that launched new digital access channels – mobile phone (WAP), Personal Digital Assistant (PDA), internet TV. Providing access to account balances and mini statements, as well as enabling bill payments, internal account transfers and ordering a new PIN, the service achieved 99% customer satisfaction. Microsoft were so impressed they showcased mobile banking (via a mobile phone infra-red port linking to a personal digital assistant) globally.• By December 2001, we doubled registrations, welcoming our 1 millionth internet banker and saw over 8 million annual site visits. Show less

Part of a newly created marketing team I was responsible for the creation of nPower’s first consumer internet site, developing acquisition and retention strategies for SME customers and launching a ‘green’ environmentally positive tariff. • Creation and launch of a SME customer loyalty programme, utilising third party company offers and energy advice to differentiate the proposition and retain customers.• Generation of sales documentation, processes and support material for a new… Show more Part of a newly created marketing team I was responsible for the creation of nPower’s first consumer internet site, developing acquisition and retention strategies for SME customers and launching a ‘green’ environmentally positive tariff. • Creation and launch of a SME customer loyalty programme, utilising third party company offers and energy advice to differentiate the proposition and retain customers.• Generation of sales documentation, processes and support material for a new SME salesforce.• Development of nPower’s first consumer internet site to support customer acquisition and retention, including leading the design of npower.com and managing negotiations with internet price comparison sites.• Creation and launch of ‘EverGreen’ a new tariff supporting renewable electricity generation projects. Show less

A graduate development programme focussed on building an understanding of the business, developing workplace skills and gaining post graduate qualifications. Highlights include developing marketing plans in preparation for the deregulation of the energy markets, building MEB’s first consumer internet site, creating a customer satisfaction monitoring programme, managing a customer service team for Midlands Gas, evaluating regulatory reports to identify service improvement opportunities and… Show more A graduate development programme focussed on building an understanding of the business, developing workplace skills and gaining post graduate qualifications. Highlights include developing marketing plans in preparation for the deregulation of the energy markets, building MEB’s first consumer internet site, creating a customer satisfaction monitoring programme, managing a customer service team for Midlands Gas, evaluating regulatory reports to identify service improvement opportunities and producing an energy plan for Shropshire County. Show less