Keeleigh Field Email & Phone Number

United Kingdom

London, England, United Kingdom

- Work with the CEO and leadership team to define, deliver, measure and communicate the business wide strategy- Coordinate and deliver Executive Strategy Days- Lead and deliver strategic projects such as proposition development, organisational design and business plans- Conduct market, macroeconomic and competitor analysis and research- Client experience.

Set-up and implementation of SMCR including delegation of responsibilities, production of associated frameworks, gathering of evidence and evolution of management information and governance.Planning, organisation and facilitation of Retail Executive Committee strategy days to ensure consistent focus and progress against business priorities and escalation.

• Manage the continuous improvement pipeline for the bankwide complaints platform to maximise the effectiveness
• Facilitate the Close Brothers Complaints Working Group to ensure complaints management practices are aligned across the bank
• Support the Chief Customer Officer in maintaining a strong working relationship with the Financial Ombudsman Service
• Support businesses in driving continuous improvement to the customer and partner experience from complaints insights
• Support Bank operating model initiatives, with a focus on: contact centre optimisation; and digital strategy and self-service capabilities
• Conduct analysis to measure costs and benefits associated with operating model initiatives

London, Greater London, United Kingdom

• Supported the delivery of Experience Design projects for businesses across Close Brothers defining their future Customer & Partner proposition
• Supported the delivery of change aligned to commercial value in a more agile and fast way
• Facilitated and ran workshops based on user centred design methods (e.g. Design thinking)
• Conducted field research with customers and partners to understand their needs, wants and behaviours.
• Worked with the project lead and wider IXD team to develop segmentation models
• Used outcomes from research and segmentation to define personas for different customer and partner types

I undertook Close Brothers’ 2 year rotational ASPIRE programme on completion of my A-Levels. In my first year, I completed rotations in the following departments at Close Brothers Premium Finance: Customer Service, Business Operations, Credit Risk and Control, Sales and Marketing, Finance and IT. In my second year I completed two 6 month rotations, one.

London, Greater London, United Kingdom

Completed basic RPA developer training and worked on a proof of concept for the implementation of a Virtual Assistant. Currently developing an approach for the design and implementation of Virtual Assistants for the Bank. Received LCS 1C training and completed an end-to-end project to deliver time savings back to the business and produced a prototype.

London, Greater London, United Kingdom

Aided the delivery of customer experience projects by carrying out research with internal and external customers to establish pain points and opportunities for improvement. Lead and aided the delivery of workshops using design thinking methodology. Aided the production of final deliverables including personas and to-be customer journeys.

London, United Kingdom

Helping to deliver small change across the business by: logging and assessing the effort required for the changes, gathering requirements from the business SME’s, understanding implications of the change, producing user stories and functional specification documents and liaising with development, test and business intelligence to deliver the desired change.

London, United Kingdom

For this role I aided the management of a continuous improvement project team by: hosting daily stand-ups and planning poker sessions, producing and presenting updates, logging RAID items and generally overseeing the projects progress.

Fundamentals Of Management Accounting Microcredential, Business Administration And Management, General

Biology, Chemistry And Psychology

Achieved 14 GCSE's grades A-B, 4 AS/A Levels Whilst in the lower school at The Willink I became a Peer Mentor, Prefect, Sports Leader and.

Financial Accounting For Non-Financial Roles Microcredential, Business Administration And Management, General

Improving Organisational Practice Microcredential, Business Administration And Management, General

Project Management Microcredential, Business Administration And Management, General

People Management And Leadership Microcredential, Business Administration And Management, General