As a Web Publisher within the Digital team, I am responsible for managing and updating the Sainsbury's Bank website and online banking platform. This involves translating a wide range of requests and briefs into actionable changes using a CMS. Tasks encompass everything from simple asset and copy updates to complex rebuilds, design modifications, product launches, and customer journey optimisations.Given the critical nature of the role, I am the final checkpoint before content goes live to the public, demanding exceptional attention to detail and risk management. Strong time management, organisational skills, and stakeholder management are essential to juggle multiple urgent tasks across a diverse product portfolio, including Loans, Credit Cards, Savings, Home, Car, Life, Pet, and Travel Insurance, Travel Money, and Mortgages.This role is a blend of operational execution and creative problem-solving. In addition to actioning requests, I leverage my technical expertise to identify and resolve issues. The position also requires a high level of commitment, as I am on-call for one week out of every month, available 24/7 to respond to website or online banking emergencies. This includes deploying messaging, managing outages, and ensuring business continuity during critical incidents.

Project Assistant within Sainsbury’s Bank’s Operational Change department. I designed and maintained critical decision-tree processes for key departments including Loans, Savings, Credit Cards, Payment Operations, Complaints and Business Services. These processes were housed in the bank’s internal knowledge base and were essential for day-to-day operations.I collaborated closely with stakeholders across the bank to streamline complex processes into clear and concise decision trees. This role demanded meticulous attention to detail due to strict regulatory and audit requirements. As part of a small, high-performing team, I juggled multiple responsibilities including incident management, website publishing, and coding while ensuring the bank’s systems operated optimally.This self-directed position required strong time management, organisational skills, and a deep understanding of financial products, processes, and regulations.

Served customers through inbound credit card phone calls, adhering strictly to security protocols to verify and access customer accounts. This role demanded a high level of trust and responsibility, as I handled sensitive personal information daily. I tailored my approach to each customer to provide exceptional service, consistently receiving positive feedback through customer surveys.Key responsibilities included processing balance and money transfers, debit card payments, and general inquiries. I also handled refunds, direct debit setups, cancellations, and amendments, reported lost or stolen cards, disputed transactions, and managed fraud cases. This role required adaptability to handle a wide range of customer needs and issues.