Katrin Karkio Email and Phone Number

Creating a differentiating customer experience through digital channels and engagement, including customer journey mapping and customer channel strategy.

Actively driving forward the deployment and development of the Customer Experience Program for Delivery Operations, including strong stakeholder management across different business units and global areas. Identifying a series of meaningful KPIs to track change impact and sustainability. Facilitating and running workshops, train-the-trainer and employee trainings in order to ensure adoption and success of program. Raising awareness of customer experience across the organization by pro-actively communicating in different forums and organizing virtual and F2F events.

Managing the roll-out of the global Customer Experience program across the global New Equipment Sales organization, including deployment planning, roll-out and change management. In addition to implementing the program, strong stakeholder management and communication ensured a sustainable adoption of the new ways of working. Developing and piloting the Customer Experience program for the Delivery Operations organization in order to enhance the customer experience along the entire customer journey, including content and support material enhancement, scope and KPI definition as well as tool development to measure progress.

Supporting the global roll-out and the further development of the New Equipment Customer Experience program, including scope definition and target setting, localizing training and other support material, and running 'Train the trainer' sessions. Ensuring change stabilization by introducing new management routines, reinforcing the learned content via gamification and consistent change communication.

Driving behavioral change across the organization by communicating and educating globally on new collaborative technologies, such as Skype for Business, Microsoft Teams and WebEx. Including the development and execution of user adoption and user engagement strategies as well as event management. Representing user experience in global change programs.

Leading large-scale regulatory, strategic and technology change throughout entire project lifecycle. Key projects include the management of the annual regulatory stress test for Personal & Corporate Banking, the largest business unit of Barclays, the delivery of critical new Risk Models for the Business Banking portfolio, as well as the analysis of the current global Wealth Mortgage business processes, including the development of a new Target Operating Model.

Managing the introduction of the new Debit Card process, resulting in a significant impairment benefit and compliance with the Responsible Lending Act, as well as the planning and execution of a critical IT change to ensure a robust data feed into the new Collections System.

Planning and execution of the communication and change management strategy for organizational change as well as the introduction of an innovative workflow management tool, impacting over 2,000 colleagues. Generating and editing of daily communications, business reports and corporate announcements. Event management for senior leader conferences and national roadshows with up to 1,700 participants.

Streamlined business processes to increase efficiency and effectiveness, as well as to ensure compliance with regulators and internal policies.