Mark Mears Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Lead digital analysis activity and strategy for the International Value Stream. Working at VS level to ensure we’re solving the right problems in the right way whilst delivering value to our customers and the bank. Responsible for ensuring we have the right analyst skill sets and resource coverage across the value stream.

London, United Kingdom

Lead Analyst and Proxy Digital Product Manager, working on seamless, cross-border digital on-boarding journeys for our international customer segment.

London, United Kingdom

London, United Kingdom

Worked as part of the team responsible for the testing and delivery of new functionality and BAU maintenance of desktop and mobile banking propositions for the UK business and the internationally managed business – Coutts & Co Ltd (Switzerland & Asia). * Worked closely with Senior Business Analysts on the development of business requirements* Wrote and maintained UAT test scripts, in accordance with business requirements* Conducted UAT, regression and other ad hoc and quality assurance testing * Worked closely with developers to provide development guidance and also regular feedback on issues found during testing* Liaised closely with suppliers, Senior Business analysts and stakeholders across the business to ensure testing is on schedule and coincides with requirements of other teams.* Conducted regular risk and usability assessments as part of an overall assessment of the various impacts of new functionality. * Regular travel to Switzerland to conduct local UAT testing and attend stakeholder meetings.* Produced delivery documentation for key business stakeholders for each major deployment of new digital functionality.

London, United Kingdom

Associate, Digital HelpdeskAssociate for the Digital Helpdesk with responsibility for a team of officers, managing their workflow, and providing their training and development as well as implementing process improvements across the team in order to increase the adherence to service level agreements and client satisfaction rates. Other responsibilities included: * Liaising closely with other key areas of the business including Digital services, Operational Risk and IT to maintain business as usual activity.* Hosting client meetings for e-banking demonstrations, particularly for commercial clients, which helped to increase the online activity rate, reducing the number of calls to the bank and virtually eliminating dependance on fax communications. * Working with the change management and digital services teams in order to provide testing capacity and input on usability and experience improvements for the online banking services. * Collaborated with other subject matter experts from across the business on operational improvement projects designed to find improvements in areas of client engagement, in particular the counter service, telephony and online.

Bournemouth, United Kingdom

Ba (Hons), International Hospitality & Tourism Management, 2:1

High School, Business Studies - Advanced Gnvq