Lloyds Banking Group – Business Designer (June 2017 – to date) Main Duties• Responsible for ensuring that the end to end design is consistent with the wider bank's design and work with the cross functional transformation team to drive these designs.• Define the future state of the customer journey; lead shaping activity, and be responsible for translating the vision into an actionable business case and delivery plan, making clear the choices and implications of choices on the customer journey KPIs.• Work with business stakeholders to quickly resolve business delivery issues and lead target state definition and solution design to turn ideas into reality. • Collaborate and challenge POs and the business to build innovative solutions and make recommendations to develop our propositional, business and technical capabilities. • Drive strategy working alongside Executive members to shape, assess, and prioritise commercial decisions/impacts and customer propositions.• Conduct analyses required to problem solve with the team on specific delivery, design, and strategic issues.Recent Projects –• Strong Customer Authentication - Built designs for SCA authenticators that will be used to allow customers to do two factor authentication and designed the end to end integration of authenticators into retail customer journeys.• Created end to end design for an AI powered coach for Telephony front line colleagues to enable them to resolve complex queries at first point of contact.

• Operational design in line with Agile Change model.• Ensure the Operations Area has been fully trained in the Agile methodology and tooling – Scrum, Jira etc.• Liaise with IT to streamline change governance and end to end process to ensure they are in keeping with the Agile Change methodology.• Drive forward a strategic path for new and existing relationships between Group Digital and other divisions across the bank.• Actively develop and maintain relationships with a wide range of contacts both internally and externally to obtain/exchange information, identify best practices and where appropriate respond to changes in the internal and external business environment.• Build and manage an efficient and capable team which can respond to the growth of Group Digital and the additional areas of responsibility.

Duties - Manage and monitor the performance of two Team Managers.Ensure that client SLA's and KPI's are adhered to.Ensure that budgetary numbers are met for the department.Provide metrics to Operations Manager/Director.Oversee implementation of corrective and containment actions for key problem areas.Head up projects aimed at streamlining processes.Responsible for ensuring new projects and initiatives are implemented effectively.Establish effective ways to measure resource requirements.Monitor quality metrics.Make sure that data security standards and practices were adhered to within the department and that we are compliant at all times.

Monitored and allocated workload.Managed resources in accordance with workload volumes.Ensured service provided met and exceeded client expectations.Monitored individual’s work in order to pre-empt any issues that may affect the quality or time lines of the service offered.Recruited and trained team members.Monitored researchers through weekly statistics.Developed and maintained training programmes for the team.Monitored team morale and motivation.Determined skill level of employees and developed skill development plan as appropriate.

Made sure that research has been carried out according to the terms of the client contract/criteria.Highlighted any gaps or omissions in the information provided by the candidate.Established that appropriate avenues of investigation have been explored.Checked that information contained in the reports were both accurate and correct.Checked that the language, style and layout are of the reports were of the highest standard and compliant with company guidelines.Flagged any discrepancies in information reported by the candidate.

Duties:-Checked references from employment history (fulfilled through verbal or written communication).Confirmed qualifications and attendance records for education and professional training.Contacted clients or candidates for any information needed to complete the screening process.Highlighted any discrepancies found during the screening process.Logged all action taken in an unambiguous manner to ensure a timely and efficient service to clients.