Kieran White Email and Phone Number

Customer Strategist with a key specialism in branch banking strategy and customer experience. Responsible for complex programme delivery and senior stakeholder management across multiple clients.- Branch Strategy Design. Led the consultancy engagement on work to define the future strategy for a major retail bank, spanning multiple channels, brands and countries. Worked with senior executives and a diverse range of stakeholders to establish format, footprint and resourcing recommendations and a delivery roadmap for a 10-15 year horizon.- Customer Experience Design. Responsible for the customer treatment strategy for a major branch divestment programme – from initial impact assessment and scoping, through customer experience design and implementation, across a network spanning over 2,000 branches and 30,000 colleagues.- Programme Initiation. Led the set-up, requirements-gathering and business case definition for a complex customer insights and analytics project – co-ordinating a direct team of 15 people to engage with a much wider stakeholder community and launch a set of complex parallel workstreams.

Key leadership position within the Retail Bank’s internal innovation and strategy consultancy, responsible for a team of strategy managers and the creation of innovative ways to transform the customer experience.- Customer Solution Development. Responsible for leading rapid analysis and problem-solving on a series of varied and high-profile projects for the UK Retail Bank’s executive team, with financial oversight for £5M/year strategic investment funding.- Multi-channel Strategy. Accountable for prioritising and delivering transformational changes to the most impactful customer interaction points across digital, branch, and telephony channels.- Branch Network Leadership. Fast-paced and varied position on an innovative talent programme, designed to introduce high-potential graduates to leadership in Barclays’ frontline retail operations.

Change delivery role spanning multiple government agencies, rolling out corporate credit cards to 6,000 civil servants in parallel with the introduction of an online travel booking system.