Through detailed analysis of complex data and wider market research I identify opportunities for commercial growth, cost reduction and ways to improve operational efficiency. I manage these items through design and delivery and post go-live I ensure all potential benefits are realised.I'm also responsible for providing strategic guidance to the Bank Executive Team on the impact initiatives will have on TSB and its customers and advising on where investment funding is best placed.The role also focuses heavily on customer experience - leading in driving all areas of change that will improve TSB's ways of working, improve customer advocacy and increase Net Promoter Scores.

As a migration expert I led TSB's Corporate Affairs team safely into the new world. I had to manage internal and external impacts as a result of migration and deliver solutions and mitigants in a faced paced and challenging environment.I owned and managed all high profile customer impacts and complaints, finding workable solutions for both parties to limit negative external media coverage.I also launched an MP engagement programme and gained direct support from MP's to promote key TSB activity on their Social Media platforms,

Responsible for shaping and delivering all types of change across the bank with the main focus being on customer outcomes. Knowing the business was key, as well as having a deep understanding of legal and regulatory policy - allowing me to achieve outcomes that fit with the TSB strategy and deliver a first-class customer experience.

In a busy and challenging world of banking, and one that has seen me go through one migration in TSB becoming a stand alone bank. I now find myself going through a second migration as we merge with Sabadell. In a position of high pressure and importance, I thrive. Being agile in everything I do and having a wealth of experience across many different banking areas enables me to deliver time and time again. Whatever the project or change across the business, I'm comfortable taking the lead, ensuring successful and efficient landing for all. When needed I'm also confident in challenging processes if I see improvements with efficiency or costings can be made.I also play a key role for customer journeys, helping shape the end process they will use and the service they will receive. For all outcomes its vital for the success of a business to have the customer at the heart of your thinking and this is something i do daily. Thinking outside of the box for new innovative ways to interact whilst being mindful of individual customer needs, has allowed me to develop a customer template for which all future communications within TSB will be based.

With a delivery of top performances combined with a broad knowledge and expertise of banking I took the opportunity to lead a specialist Knowledge Management team. I was responsible for managing all the help and support documents required for Telephone Banking Advisers to complete their jobs on a daily basis. I would proactively seek out and review existing processes and procedures, redesign and deliver them. Over a 12 month period I lead a full review of over 1200 processes saving the business channel over 800 man hours per month. I also saw customer satisfaction increase with a positive movement of 15 points in process related Net Promoter Score verbatim.As part of this position I was also responsible for managing all customer letters that were sent to customers through their contact with TSB telephone banking. Being able to manage both internal and external stakeholders was key to a successful control over this collateral. Budgets we're substantial and cost saving was always a consideration to any decision that I made. One project a ran during my time in this position a was able to deliver a change that would lead to a year on your saving of c.£100k. Given the importance of some items such as contracts and terms & conditions, it was also vital that I was confident in dealing with risk issues and incident management.

While at the Lloyds Banking Group I excelled at many jobs and quickly progressed my career, gaining invaluable experience across many business channels. Starting off as a Phonebank Adviser, within12 months I was promoted to a Team Leader position - my team of 12 delivered over 125% of both sales and service targets. With the success I had shown in such a short period I was asked to support our struggling complaints department where customer service and complaints were at an all-time low because of PPI. Here I led the way in having the right people available at the right times first and foremost. That followed by delivering detailed coaching from analysis of customer trending and being on the customers agenda soon turned the department around. I saw an increase in customer satisfaction by more than 10 points.To broaden my banking knowledge I wanted experience of working in a branch and took a Personal Account Manager (PAM) position. This was primarily a sales based position and I took to things extremely well. Within 6 months I was among the top 5 performers in a region of around 125 other PAM's. In total I was in role for 15 months and achieved between 165% and 220% of target every quarter.My final role with the LBG group was too good to turn down. Given my career history I was presented with an opportunity to support in the building of TSB as a separate bank. My position would be to help lead and drive all sales and service measures for the whole of the Telephone Banking Department. Again I stayed in role for 15 months in which I achieved all sales targets and delivered record Net Promoter Scores. When I started the Telephone Banking scores were +20 and by the time I left they were +40, I massive and hugely important increase for the business.