Leading project management and change management initiatives including:- Consumer Duty Programme within Payment Centre of Excellence for a major UK bank- Payments Infrastructure upgrades- Digital product journeys to support victim-survivors of economic abuse

Provide knowledge, market insight and support to CEO and co-founders of digital customer experience agency focused on hyper-personalisation.

Responsible for product management and roadmap for mobile app, browser app, advisor portal - all B2C and B2B product solutionsuntied was the first end-to-end app recognised by HMRC for Making Tax Digital Income Tax, made the first open banking payment to HMRC, and conducted the first 'tax in real-time' proof of concept for Open Banking Variable Recurring Payments.Work directly with co-founders to influence and set company vision and strategyBusiness and partnership development, including working directly with banks, platforms, and other start-upsI'm diving quickly into new and complex topics like taxation, distilling key information to the team and driving value for both the business & customersOh...and did I mention we've won multiple industry awards for our products too?

Identifying operational inefficiencies where low-cost, low code technology can streamline processes, reduce paper and remove manual admin work to enable a lean branch back office. Proposed multi-million dollar cost saving opportunities through changes to global software vendor contracts and 20+ initiatives for implementation in 2020.

Led global digital strategy and digital product management for a new Retail Business Banking proposition - HSBC Fusion - which launched in 10 countries. This included working with cross functional teams to deliver 11 new public websites, HSBC’s first combined Personal & Business Banking Mobile App, Digital Lending journeys in partnership with a B2B Fintech, Digital Onboarding journeys for SMEs, online banking and mobile solutions, and WeChat integration.Drove the commercialisation of existing and new digital solutions and products across all markets, including conversion of web traffic to leads (growing by 84% Year-on-Year), engaging customers through adoption of digital journeys and accelerating product sales via digital channels (106% Y-O-Y).

Led the successful product development and launch of 100% paperless customer onboarding mobile App, which enabled a new-to-Bank customer to open two accounts and six related account services in under five minutes - the first project at the Bank to be delivered using Design Thinking and Agile methodologies, winning Celent’s Model Bank award for Digital Banking Transformation. The solution reduced user clicks by 74% from the previous account opening process. Built on an early API foundation and using robotic process automation enabled the team to quickly port the solution to a laptop PC, subsequently accomplishing a 93% decrease in screen pages.Formed a newly created innovation area within Isban US (Santander's Group Technology and Services company), working closely with the Digital Technology Evolution team and business partners within Santander Bank. Provided oversight across Isban US technology projects, reviewing and providing direction in line with the Bank's FinTech strategy and objectives. Managed, supervised and mentored a team of five product owners through the product development process, driving the implementation of multiple concurrent innovation and technology projects within Santander Bank N.A., delivering online banking enhancements, an industry leading business banking mobile App, new CRM Sales & Servicing tools, and big data initiativesCreated internal innovation “Shark Tank” (UK Dragons Den) for team to ideate and prototype and present back to the business to think more about the 'art of the possible'Collated insights and research on financial technology and innovation, providing updates to the company's Senior IT Executive team on trends and strategic options, and offering solutions that had short and long term benefits.

Selected by Santander’s Group Head of Change Management to relocate to Boston, USA to create the framework for the US Business Consulting team following Santander’s acquisition of Sovereign Bank, N.A., recruiting a team of 24 business analysts & consultants, managing the hiring, on-boarding, and the design and delivery of their training.Guided the team through the end to end change management process, performing the as-is analysis with business & IT partners, gap assessments to Santander's core banking platform, formalising business requirements, defining the solutions and coordinating with global teams to implement new products, systems and end to end processes as part of the Bank's digital transformation. The project oversaw implementing multiple technology projects within Santander Bank NA, with particular focus on innovations for new account opening, online banking, customer servicing, and data quality.Delivered Santander’s US Bank legal name change and rebranding project for Technology and Operations, reporting fortnightly to the Bank’s CEO and Steering Committee. Conducted the data analysis and documentation of requirements through to implementation of the legal name change and new branding guidelines across more than 10,000 systems, screens, databases, customer letters, web pages, voice recordings and third-party websites, culminating in 100% of all critical and essential updates performed on one single cutover day.delivering over 10,000 branding changes on a single cutover date. Collated insights and research on global Fintech and innovation, providing updates to the Isban exec management team on trends and strategic options, with recommendations to partner/build.

Transferred into the initial team to conduct process design and system implementation management for the migration of 16 million banking, savings, and mortgage products during the digital transformation from Abbey’s legacy IT systems to Santander’s core banking platform.Subsequently directed 15 parallel initiatives as part of a programme to enhance products & processes prior to the Alliance & Leicester integration.Defined original 80k end user security access privileges across all the core banking platforms, learning a new system, analysing different user needs across the business and creating a simplified methodology for access. As a result, I became the Bank's SME in this area, and was asked to deliver training to teams in Spain and Portugal on best practice implementation.

Managed Operational Contrast and Gap Analysis for customer and account migration to new IT platform.Responsible for identifying new requirements to create business value through efficient improvements to processes and systems.

Developed Client Acquisition, Retention, Expansion, and People Management business plans, recruitment, reward, multi-million pound budget allocation for the advice centre network, management of all pay schemes and sales/retention targeting.

Managed a team to support the Director of Client Relationship Management for Inscape Investments ltd (wholly owned subsidiary of Abbey National plc and internal start-up) in development, delivery and successful implementation of Client Relationship strategies in respect of Client Acquisition (Sales), Client Retention, and Client Expansion.

Joined internal wealth management start-up and led business team's development of Front End IT systems including defining detailed business requirements, and designing business processes for creation of new investment management company.

Managing a team of 13 staff at a High Street Branch within 18 months of joining Abbey as a graduate.

Customer Service Adviser in branch and telephony channel for Premier Banking Department.