Lucy Everett Email & Phone Number

Radbroke Hall, Knutsford

Dubai

- Assist in the development of bank wide customer experience strategy and framework to ensure consistency of experience across all channels including branch, digital and elite banking centres.- Deliver the right tools and training to frontline teams to ensure delivery of desired customer experience.- Monitor end to end processes whilst driving collaboration between distribution, operations and digital teams to remove process friction points ensuring smooth operational service for all customers.- Deliver coaching to frontline Managers on how to effectively track and improve NPS scores throughout the retail banking sector.- Project Integration Associate - Maintain Service Quality and Control of NBAD & FGB. Accomplishments during this period;- Managed Branch and Service Quality of NBAD & FGB staff across UAE.- Developed and maintained reporting suite of MIS tools.- Created and maintained Exec + C suite reporting on project implementation and business readiness.- Developed the Go-Live parameters and strategy including the ‘back out’ process should integration systems fail - ensuring service quality is maintained.

Dubai

- Actively engaging customers visiting the branch determining their needs and facilitating the best course of service to resolve customer issues.- Handling and interpreting highly confidential and sensitive customer information on a daily basis.- Conducting customer surveys and owning BranchNPS scorecard to promote service level within the business

Foundation Degree, Psychology

Education record

Education record

Education record

Foundation Degree, Psychology