- Led project which enabled my team to reach out to customers most impacted by ATM usage charges, resulting in annual savings of £2.5 million for them.- Responsible for the creation of an ATM reporting framework (monitoring 3k+ ATMs) to bring a new level of commercial understanding across NatWest Group ATMs, and contribute to the delivery of a profitable ATM estate - Manage the renewal of remote ATM contracts and recommend how the deal should be structured (based on past performance as well as future projections – using data models)- Tableau: Lead the design, development, and implementation of the entire reporting framework within the commercial ATM team via Tableau dashboards (this was a move away from SAS Visual Analytics).- Tableau: I worked with my stakeholders (Senior Leadership Team) to understand their requirements and translated them into clear, visually effective dashboards.- Tableau: I acted as a Tableau SME and provided support and training to others on Tableau best practices and design principles.- Onboarded a supplier of geo-analysis (Esri) to the bank to enrich analytical output (identify cold spots in ATM coverage)- Create financial models for larger ATM contracts (such as Network Rail) to forecast performance and make data-led decisions on whether to proceed with the deal and suggest the terms- Use external datasets such as Index of Multiple Deprivation (IMD) to enrich ATM location strategy

- Delivered key analytics as part of strategic bank-wide domain team to simplify and improve the ‘I may have been a victim of Fraud’ Customer Journey. ~£1.5M reduction in annual fraud losses. ~5% reduction in cost to serve. ~15% reduction in complaints- Stood up the Analytics Delivery team within Functions & Services Analytics (F&SA). I created a 16 stage Analytical model to track on-going work, manage pipeline and capacity management.- Designed a QA Framework (Quality Assurance) for Analytics projects which was rolled out across F&SA

- Led Customer Due Diligence Pathways - Targeted Due Diligence project. Testing of existing customer details on a new risk model to ensure changes were fit for purpose, and impact to customers and front line staff minimised.- Simplified and standardised reporting framework across Services by transitioning reports on to a new dynamic reporting tool (SAS Visual Analytics / Genie).- Researched the latest technological developments and use them to simplify and improve the way we gather and communicate information e.g. SAS Genie, Trifacta, Teradata and Hadoop.

- Produced all MI for the whole of Credit Documentation. Provided daily challenges to Centre Managers for explanations of dips in performance and increases in non-core activity. - Owned and delivered Headcount tracker to visualise attrition, ongoing project work, secondments, and end of year headcount targets. - Scrutinised cost centre statements to track remaining budget for the year.- Project managed the migration of telephony systems from Aspect to Cisco, and led project to bring LivePerson into Credit Docs.- Facilitated the movement of work between centres across the UK and OSSI to ensure customer critical work completed in accordance with Service Level Agreements.

Managed various Graduate recruitment programmes for NatWest Group. Assessed CVs, conduced interviews, and organised & attended assessment centres.

Assisting customers manage their finances. Mostly dealt with those in a lot of debt, and helped them restructure everything to better manage it all.