Robert H. Email & Phone Number

Chester, England, United Kingdom

Lead the Credit Cards trading squad so that the digital agile change agenda can be prioritised through informed insight, analytics and market pressures. Build robust annual plans, track and share financial performances. Reflect on changing market conditions and respond. Be the conduit between the software engineering teams and business stakeholders.Respond to changing regulations, NPS, Outcome Testing and process effectiveness scores.Integrate and grow a mature digital journey champion challenger programme of work.In this role I've used my previous experience to build a cross-functional multi-disciplined Trading Squad that operates remotely through MS TEAMS. With leaders from Product, Marketing, Analytics, User Experience, Customer Service, Business Risk we deliver annual targets of 1m+ Needs Met and £3Bn in balances via digital channels.

Chester, United Kingdom

Using analytics and data to size benefits, land and embed changes. Using tools like Tableau, Adobe Analytics and Excel to produce performance dashboards that monitor and track Needs Met volumes, Customer and Colleague satisfaction, branch journey timings, Outcome Testing and colleague level training exceptions. Lab teams supported during the period were Banking, Savings, Loans, Insurance and Credit Cards. This role gave me an ideal grounding in the multi-product, multi-brand, franchise retail banking model.

Chester, United Kingdom

Exploring the opportunities PSD2 regulations and Open Banking can bring to MBNA.Day to day I was responsible for operational management of Account Information (AIS) and Payment Initiation services (PIS).In this role I developed a passion for understanding market ecosystems, experiencing disruptive fintechs / financial products and developed my ongoing interest in Open Banking. I learned the value of watching the fluid movements of the regulator and changing market conditions.

Chester

Delivering Ecommerce objectives through conversion rate optimisation goals for existing customer and acquisition journeys, developing and executing CRO strategy and roadmap, understanding digital marketing disciplines, consumer psychology, persuasive design and improving great place to work outcomes. Here, I fine tuned my digital and ecommerce skill set. I developed an agile change mentality and enjoyed the fast paced operational nature of the role.

Chester

Team management, benefits cases, analytics and reporting routines, process mapping, change management, platform management, vendor managementMy understanding of digital channels matured in this role, I developed an appreciation for multi and cross channel customer behaviours. The growth of Mobile was being closely monitored. Data visualisation was key and I professionally developed with a six sigma green belt qualification in process management.

Chester

Delivered natural language speech IVR, change management, process design, project documentation, develop Telephony, Digital and natural language speech technical skill sets. I advanced my understanding and experience of waterfall change management and project delivery.

Chester, United Kingdom

Capacity and service level planning, understanding call drivers, customer motivations, managing stakeholders, scenario planning, disaster recovery and chairing operational meetings. This role saw me fine tune my stakeholder management, analytical skills and attention to detail.

Chester, United Kingdom

Customer service, working with targets, time management, team working and delegation, flexibility, governance and regulations, control and princes trust.I developed a passion and mindset for customer centric thinking while in this role.