Nigel Keys Email & Phone Number

Castleford, England, United Kingdom

Wyke, England, United Kingdom

Bradford, England, United Kingdom

Led and implemented business critical initiatives which focussed on modernisation, process design and ensuring compliance.This involved cross functional working, excellent communication, programme management, training, and culture change.Key programmes included, creation of a quality assurance programme, adherence to FCA Consumer Duty Act, delivery of customer experience culture change training across the entire UK network.

Leeds, United Kingdom

Created, developed and now lead a lean six sigma team which drives a continuous improvement culture across multiple sites and countriesSimplifying customer journeys, driving multi-channel adoption through digital first thinking, with the intention of driving customer satisfaction, removing waste and ensuring our front line teams are there to care for and help our customers in the moments that matter to them.

London, United Kingdom

Accountable for helping customers understand why HSBC was legally required to create a ‘Ring-fenced Bank’ HSBC UK. Making complexity simple and guiding them through any practical changes they were required to make, such as changing their sort code /account number, and giving them the opportunity to ask questions. Designed, developed and delivered bespoke multi-channel journeys for numerous customer segments to ensure optimum experience.

London, United Kingdom

Created a community of over 600 advocates across HSBC UK, first direct and Marks and Spencer’s financial services who understood the importance of fighting financial crime, and could help create a culture of ensuring that bad things didn’t happen to good people.

Leeds, United Kingdom

Led a tangible cultural shift in complaint handling across HSBC, through the creation of a Complaints Centre of Excellence, result being 66% reduction in reopen rates.Evolved the thinking of customer experience principles and re-engineered complaints journeys.Supported leadership by creating and delivering change training with the focus on culture and customer.

Leeds, United Kingdom

Inspired, coached and supported Insurance Partner teams (Aviva, Equity, Vertex) to understand how to talk to, laugh with and sell to first direct’s customers. Creating and sustaining brand / cultural awareness on partner sites, ensuring customers are treated fairly, sales journeys are smooth, resulting in great customer experience and sales opportunities being achieved for all parties.

Responsible for achievement of Annual Operating Plan for core products, setting and agreeing targets with operation, ensuring teams were able to solve customers’ everyday problems by confidently and compliantly talking about first direct’s product range.

Leeds, United Kingdom

Led and motivated multiple call centre teams with intent of delivering amazing service to our customers. Experience gained across multiple sites, functions and disciplines.• Coaching to help people grow.• People management• Resource management – focus on SLA delivery• Achievement of sales targets• Piloting new initiatives• Running the business on a day to day basisNo day was ever the same, truly dynamic operational front line management roles. Variety of tasks from solving a complex customer problem to taking responsibility for business recovery. The roles provided strong leadership and people management experience, which I have drawn on ever since

Leeds, United Kingdom

Where it all began – my love of supporting, helping and creating loyal customers, simply by listening to, understanding and helping customers with their everyday banking needs – true customer centricity which I have carried with me throughout my entire career