As a professional with a diverse background spanning more than 24 years in retail banking, to include branch management and mortgage product management, I have built a career focused on improving customer experiences across multiple touchpoints. Currently, I serve as a Supported Banking Oversight Manager at HSBC, where I oversee the bereavement journey for vulnerable customers. My primary focus is ensuring that each step of this sensitive process is handled with empathy, efficiency, and a “customers first” approach.My previous experience in branch banking has given me a deep understanding of the needs and challenges faced by retail customers, which I leverage in my current role to provide compassionate and effective solutions. Additionally, my time as a Mortgage Product Manager equipped me with strong product management and analytical skills, helping me manage complex projects and optimise financial products to meet customer needs.With a strong foundation in stakeholder management, project management, and process improvement, I excel in driving initiatives that optimise both customer outcomes and operational efficiency. My role involves close collaboration with cross-functional teams to streamline the customer experience and identify areas for enhancement, all while maintaining attention to detail and a deep commitment to service.Throughout my career, I have honed my ability to analyse data, manage competing priorities, and negotiate effective solutions—all of which are vital when working with vulnerable customers during critical life moments. I’m always looking for ways to enhance the processes I oversee, driven by a dedication to making a positive impact on both the organisation and the individuals we serve.Looking ahead, I am keen to continue evolving as a leader in customer journey management, particularly in roles that allow me to combine my analytical and people-centric skills to create meaningful, lasting improvements.