Richard Thomas Email & Phone Number

Cardiff, Gb

Designing and shaping Digital Origination journeys for Business Banking Lending & Working Capital customer needs.Business Banking customers are increasingly looking to apply for lending through browser or App devices, particularly for lower value, lending needs. This enables time poor business owners to apply at a time that is convenient for them, and receive a quicker time to decision. Ensuring excellent sales effectiveness, through removing friction and pain points, with human intervention only where it truly adds value, is critical to delivering best in class customer experience.Using my change, channel, product and credit risk experience to pull together the different threads, and create a delivery roadmap to unlock business and customer value, ensuring customer and colleague experience remains at the heart of decision making.

SME and Mid Corporate business interface into Commercial Bank Transformation Origination Value Stream to develop a multi channel solution for colleagues and clients.The Commercial Banking landscape is changing. Neo Banks and Flanker Banks are raising the bar for how businesses are onboarded and serviced. Clients are increasingly looking to choose how they interact with their bank, with easy to use digital self-serve journeys for simple tasks, supplemented by a well connected Relationship Team to help with more complex banking needs.This is never more critical than recent experiences with Covid-19 has demonstrated, and how we are doing all we can to help colleagues and clients during this unprecedented period of uncertainty.

Cardiff, United Kingdom

Accountable for credit card sales through Owned and Bought media channels for Halifax, Bank of Scotland and Lloyds Bank credit cards.Drive the Digital Transformational Change agenda for Consumer Cards business, elevating the customer journey as we move into an increasingly digital landscape. At the forefront of embedding customer eligibility journey across all channels of acquisition, providing certainty for customers without adversely impacting credit files.Drove up digital usability scores, improved path to purchase conversion and customer NPS.Two year secondment to support the Portfolio Integration of the £1.9bn MBNA Credit Card Portfolio. Part of the Business Model Design team, taking a lead role in assessing strategic options to protect commercial value, and maintain customer engagement, whilst delivering against tight migration timelines.

Responsible for the Airmiles Duo and Duo Premier credit cards.Led the delivery of the Airmiles Duo rebrand to Avios in November 2011.

Responsible for managing all partner card portfolios, including Co Brand, Affinity and JV relationships. Accountable for delivering profit and volume plans, I oversee all aspects of the credit card life cycle from proposition through to account closure, managing internal and external stakeholders in the process.Involved in commercial negotiations to ensure goal congruence, I seek to deliver additional value to both sides of the partnership through continually looking to improve business performance.

Pg Dip, Business Management

Bsc, Accounting & Financial Analysis

Activities and Societies: Rugby