David Lever Email & Phone Number

London, Gb

Customer champion and brand advocate ensuring the delivery of great customer experiences and fair customer outcomes across the complex, omni-channel customer journeys of the UK business. Challenging teams to provide the best experience possible while meeting regulatory requirements.- Working at pace to deliver a new Conduct Framework Programme on time and in full to meet regulatory expectations, collaborating across teams to ensure sustainable assets and tooling- Designed and embedded 8 RSA Conduct and Customer Outcomes representing the proposition lifecycle and against which all business design and delivery is now aligned and evaluated- Implementing enterprise-wide governance over Customer Experience and Conduct through establishing an Executive Customer Committee with a full suite of MI to track performance- Managing the new governance structure into BAU and driving continuous improvement. Need for flexibility and adaptability in meeting challenging programme and regulatory deadlines- Ensuring oversight and challenge from Committee on a wide range of customer and operational insight providing a holistic view of customer experience impact across the customer journeys- Enabling the testing of customer-facing, customer-supporting and customer care activities to ensure consistency and the achievement of maximum customer impact- Co-creating employee training with a successful UK roll-outRSA is one of the world's leading FTSE 100 general insurers with a proud heritage dating back over 300 years. We provide high quality, innovative insurance products and services for some 20 million customers in over 130 countries, setting new standards in the industry.RSA began as the Sun Fire Office, the oldest documented insurance company in the world, founded in 1710. The present day RSA is the result of a chain of mergers dating back to 1959. More recently by the merger of Sun Alliance and Royal Insurance in 1996. It then became the RSA Insurance Group (RSA) in 2008.

London, England, Gb

Strategic implementation and operational customer insights leader, identifying and driving the design and execution of improvements in the end-to-end customer experience. Cross-functionally supporting and executing the delivery of the customer strategy for the Division. Delivering a personal, consistent and seamless customer experience across all channels in support of John Lewis' ambition as Britain's Leading Omnichannel Retailer.John Lewis began trading in 1864 on London’s Oxford Street and has grown to become the largest omnichannel retailer in the UK. All permanent staff are Partners in the business and collectively own the 49 John Lewis shops (35 department stores, 12 John Lewis at home and shops at St Pancras International and Heathrow Terminal 2) and growing online business - johnlewis.com.‘Never Knowingly Undersold’ has been their unique promise to customers for over 75 years, on quality, service, and value.

London, Gb

Developing and leading the Global Marketing customer communications strategy for Commercial Banking. Ensuring global consistency, positive messaging and mitigation of risk to the HSBC brand in the content, structure and ‘tone of voice’ for customer communications. Working internationally, the role was fundamental to influencing the effective delivery of all key mandatory and strategic projects in those markets in which Commercial Banking operated - and - engaged closely with the Regional and Country Heads of Marketing to ensure that the ‘Voice of the Customer’ was represented in the design of all customer-facing communications.Part of the HSBC Group founded in 1865, HSBC Commercial Banking operates in 54 countries and territories, covering the developed and developing markets that matter most to its customers. Through its teams of relationship managers, it connects businesses to opportunities, helping them to thrive and grow.It works with a wide range of customers, from small enterprises to mid-market companies and large multinationals, providing them with the tools they need to function efficiently. As a cornerstone of the HSBC Group, it has the financial strength to support its customers with working capital, term loans, and acquisition or project finance, and the expertise to help them raise money from the stock and bond markets.

London, Gb

Leading the Commercial Banking service and complaints strategy by acting as the 'Voice of the Customer' for business customers across all segments and specialist product areas. Ensuring complaints insight was a valued catalyst in driving improvement activity and proposition development. Working across functions the role was fundamental to influencing the identification, prioritisation and strategic design of Commercial Banking solutions planning, as part of and in addition to, the development of the Complaints Centre of Excellence, UK.

London, Gb

Supporting the Head of Customer Experience in defining, driving and measuring the experience plans in support of the corporate ambition to be the Leading International Trade & Business Bank. Acting as segments lead in the monitoring and management of best-in-class customer experience for relationship-managed banking clients, and embedding the 'Voice of the Customer' across the division to improve customer engagement. Highlighting main areas of focus, improvement opportunities, identifying pain points and operating as an agent of change in support of customer needs.

London, Gb

Client Experience Manager- Represented the Voice Of The Customer across numerous business forums and project groups, while managing the client survey process and interpreting the results to drive positive action through engagement across all business areasTeam Manager, Invoice Discounting Operations- Led a team of 11 Client Controllers servicing approximately 700 clients, while transforming performance measurement in the automation of daily activity and workflow tools for the entire department. Equivalent to a saving of 20 man-hours per monthManager, Client Processes- Instigated and managed change, assisting in the planning and implementation of cross-functional projects. Specifically, a bespoke client management platform, designing comprehensive testing scripts and evaluation models. All users engaged in launch and delivered on time and to budgetHSBC Invoice Finance offers receivables finance solutions to help businesses free up working capital and keep running smoothly. With its facilities, a business can receive cash within 24 hours of issuing an invoice. With factoring, as well as improving cash flow, businesses can also have their credit control and sales ledger expertly managed. And with either option, UK and international sales can be protected from bad debts for added peace of mind.

Synchronising the merger of good business practices following various corporate acquisitions. Leading regional teams, specialising in change management and process re-engineering projects and managing the project life cycle from inception, through development, to launch and review.GMAC Commercial Credit offer invoice finance and structured finance in the banking, finance and insurance industries.

General Certificate Of Education

High School, General Certificate Of Education