I am responsible for helping customers buy and own their home. This includes product management, partnerships, pricing, performance and the design & transformation of the customer and banker experience. As a team, we have improved our customer experience (NPS) to be number 1 among major banks, continue to design & digitise a complex and painful application process to be simpler and faster, and made it easier for customers to manage their home loan through their mobile. While there is more to do, we have already grown to become 3rd largest lender.

Led the commercial management, including strategy, product and financial performance for the 3rd largest lender in the UK with more than £130b in assets. Collaborated with partners across franchises/brands, brokers and operations to improve the customer experience and lending growth against competitors focused on price. - Built a program focused on retaining customers to complement the historical priority on new business. This included a simplified digital journey & analytical focus on key segments leading to over 50% renewing digitally. - The only major bank to grow net lending in 2017 – representing a balanced focus on helping new & existing customers own their homes. - Collaborated on delivering the only end to end digital customer journey for mortgages leading to over 20 point higher NPS, faster approval times and simpler end to end operational journey.- Regularly engaged with regulators including Bank of England, PRA & Financial Conduct Authority.- Responsibilities expanded to include life and home insurance in July 2017. Delivered integrated, digital & industry first non-advice proposition as part of the home buying journey.

Assumed extended leadership across full range of unsecured lending products for the retail & business divisions of RBS, Natwest and Ulster Bank North. Consolidated operations, streamlined products, standardised processes, closed down back book, enriched data and spearheaded the rebuild into a mobile focused, simpler and more profitable lending business.- Delivered highest personal loan growth in past seven years moving from 5th lender to third.- Established radical improvements in sales conversion and built a targeted, mobile-focused ‘always on’ proposition. - Developed an ambitious strategy & delivery plan that focused on customer use of mobile and scaled through internal development complemented with fintech investments and partnerships. Led to 10 minute, mobile-enabled, straight through end to end loan and credit card for over 90% of apps.- Lowered cost to income ratio by aligning procedures and simplifying product offering, reducing by 30%. Supported restructuring workforce from monoline product specialisms to common lending strategy, process & policies. Collaborated with teams across frontline and backoffice teams to ensure alignment.- Designed first generation of online unsecured business loan, offering business customers access to up to $2m in less than 24 hours. Focused on core customer need for a quick decision, and then speed to access. Leveraged the architecture as backbone for then converging existing business lending platform.- Simplified proposition into 3 core solutions for retail and business, targeted at key segments, which enabled faster than system compounded growth due to clearer proposition for customers and bankers, quicker delivery due to removal of complexity and enabled by strong data.- Spearheaded the investment into new consumer finance markets & partnerships to rapidly meet customer needs & diversify income including consumer finance and an innovative in-store payment solution.

Accountable for the credit card and overdraft businesses which are among the largest in the UK. Leading a talented team in repositioning these products to be leaders in customer experience, underpinned by a sustainable, long term operating and financial model.

Consulting and investment group focused on working with leading companies and investors on targeted projects around marketing strategy, sales and channel optimisation and product design/pricing.Recent projects have included marketing proposition design, building digital sales channel capability, product and marketing due diligence, market segmentation and developing a brand proposition for a pan-Asia company.

Developed the customer segmentation framework, with a specific focus on identifying key growth segments, product design and sales & marketing alignment.

Led the consumer marketing teams, including credit cards, mortgages, deposits, insurance; as well as marketing planning and online channels.

Responsible for the sales and marketing and overall business strategy for credit cards. Over the three years the business was the fastest growing credit card issuer, launched 5 new products and was a market leader in the category.

Worked with a variety of clients including financial services, telecommunications and retail across the US, Canada, Singapore, Mexico and UK.