Executive Director, Client Journey Lead
Current• Driving the vision, strategy, design and delivery of a portfolio of shared bank-wide capabilities (CRM, Communications, Data-sharing, Workflow, etc.) supporting business users and directing core client journeys for c100K HNW personal and commercial clients.• Establishing and leading numerous global high-performing multi-skilled scrum teams with direct responsibility for a £MM investment budget, delivering a range of regulatory, financial, risk and CX outcomes.• Leveraging technology, process redesign and policy enhancements, to resolve key client pain points across numerous client journeys, leading to improved engagement and commercial outcomes.• Developing and scaling new AI Conversational Intelligence IP, designed to derive meaningful insights from client engagement and summarising interactions.• Driving both innovation approaches and experimentation techniques to rapidly pilot new tools and capabilities with clients and colleagues, to enable future transformation outcomes.• Proven leadership abilities, achieving positive manager feedback scores of 90%+ from the team through bi-annual surveys.
