Sandra Smith

Sandra Smith Email and Phone Number

Customer Experience and Advocacy Lead @ Royal Bank of Scotland Group
Edinburgh, GB
Sandra Smith's Location
Edinburgh, Scotland, United Kingdom, United Kingdom
Sandra Smith's Contact Details

Sandra Smith personal email

n/a
About Sandra Smith

Customer experience & marketing professional with extensive experience in financial services, in both start up and large established businesses. Broad & deep experience of all aspects of marketing and customer proposition/experience development. Resilient & credible leader with rare combination of strength in setting vision & strategy as well as detailed execution & delivery.

Sandra Smith's Current Company Details
Royal Bank of Scotland Group

Royal Bank Of Scotland Group

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Customer Experience and Advocacy Lead
Edinburgh, GB
Website:
williamsandglyn.jobs.rbs.com
Employees:
129
Sandra Smith Work Experience Details
  • Royal Bank Of Scotland Group
    Customer Experience And Advocacy Lead
    Royal Bank Of Scotland Group
    Edinburgh, Gb
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  • Royal Bank Of Scotland Group
    Customer Experience & Advocacy Lead
    Royal Bank Of Scotland Group Oct 2019 - Present
    Edinburgh, United Kingdom
    Drive improved customer experience and advocacy across all digital services and propositions. for Royal bank, NatWest and Ulster Bank brands. Identify & establish appropriate measurement & goal framework across all service & propositions. Develop overall customer plan & forecast impact on experience & advocacy metrics from plan deliverables. Facilitate discussion & challenge with leadership team on adequacy of plan to achieve desired customer experience & advocacy goals. Build capability across the team with specific skills to drive experience & advocacy.
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  • Royal Bank Of Scotland Group
    Customer & Colleague Communications Lead, Digital
    Royal Bank Of Scotland Group Oct 2017 - Sep 2019
    Edinburgh, United Kingdom
    Responsible for all customer & colleague communications on digital services & propositions for Royal Bank, NatWest & Ulster Bank brands. Development of marketing strategy & execution of all marketing, including digital marketing and other paid media, owned channels. Developed marketing strategy for new Open banking propositions. which has now driven communications for 2 digital proposition launches. Developed fraud education strategic narrative, identified proof points & developed marketing plan. Developed content strategy and implemented it across whole team, with lasting changes to briefing, agency response and campaign construct & plans.
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  • Future Williams & Glyn Team - Rbs
    Head Of Marketing
    Future Williams & Glyn Team - Rbs May 2017 - Sep 2017
    Edinburgh, United Kingdom
    Led team of 20 marketeers during extended period of ambiguity on the future direction of the company following decision not to launch the new Williams & Glyn brand. Motivated team through focus on innovation in all campaigns. Delivery of ongoing campaigns under Royal Bank brand.
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  • Future Williams & Glyn Team - Rbs
    Head Of Digital Marketing
    Future Williams & Glyn Team - Rbs Jun 2015 - Apr 2017
    Edinburgh, United Kingdom
    Built brand new digital marketing team & agency partners for the new Williams & Glyn business. Developed digital launch & ongoing marketing strategy. Successfully negotiated increased investment aligned to the sales opportunity identified in the strategy.
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  • Future Williams & Glyn Team - Rbs
    Head Of Customer Proposition
    Future Williams & Glyn Team - Rbs Jan 2015 - Sep 2015
    Edinburgh, United Kingdom
    Identified & shaped the overall Williams & Glyn customer proposition proof points, using data driven insights. Developed the associated business case and once approved, oversaw operational development & implementation of the proof points.
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  • Tesco Bank
    Head Of Loyalty
    Tesco Bank Dec 2012 - Dec 2014
    Edinburgh, United Kingdom
    Developed Tesco Bank loyalty strategy, aligned with overall Tesco loyalty strategy. Identified the financial benefits & established the core measures of loyalty. Developed ‘joined up’ Retail & Banking customer propositions that recognise customers overall engagement with Tesco (retail & Bank) & benefit both Tesco & Bank. Developed loyalty engagement & communications plan.
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  • Tesco Bank
    Head Of Digital Marketing
    Tesco Bank Jan 2011 - Nov 2012
    Led the Tesco Bank digital marketing & digital analytics teams, delivering all digital marketing activity. Re-structured team to reflect business decision to become digital first and recruited new digital skills into the team. Set up emergency social media function for major incident management during migration of RBS to Tesco systems, including social listening & responding for the first time.
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  • Tesco Bank
    Project Role, Marketing Team Set Up
    Tesco Bank Jul 2010 - Dec 2010
    Edinburgh, United Kingdom
    Developed & embedded marketing processes, evaluated and selected campaign management tool & deployed it across team of 40 marketeers
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  • Tesco Personal Finance Group Limited
    Head Of Brand & Customer Strategy
    Tesco Personal Finance Group Limited Jul 2008 - Mar 2009
    Edinburgh, United Kingdom
    Developed the articulation of the 'Every Little Helps' brand for Tesco in Financial Services.Developed overall philosophy, principles & proposition for use of Clubcard brand in Financial Services.Working with new Tesco Bank Leadership team (following Tesco buy out of RBS share of the Tesco Personal Finance Joint Venture), developed the new 5 year financial plan and customer plan.
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  • Tesco Personal Finance Group Limited
    Head Of Customer Strategy & Npd
    Tesco Personal Finance Group Limited Oct 2006 - Jun 2008
    Edinburgh, United Kingdom
    Led the Insight & New Product Development teams supporting Tesco's extension further into Financial Services. Led the annual brand review, development of the customer plan, 5 year financial plan & business strategy. Developed& managed innovation pipeline, including new propositions such as Tesco Compare, early Tesco Current Account, Tesco Investment proposition.
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  • Tesco Personal Finance Group Limited
    Head Of Marketing
    Tesco Personal Finance Group Limited Sep 2003 - Oct 2006
    Edinburgh, United Kingdom
    Led Tesco Personal Finance Marketing team of 35 who were responsible for trade planning & execution of campaigns across all media. Managed budget > £50m, including re-allocation across products & media based on effectiveness & priorities. Managed ATL & direct agencies.
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  • Tesco Personal Finance Group Limited
    Head Of Internet
    Tesco Personal Finance Group Limited Sep 2001 - Aug 2003
    Set up first ever Internet team in Tesco Personal Finance. Identified how to operate on a completely new channel, with much ambiguity and many senior stakeholder fears, new ‘rules of engagement’, new ‘operating methods’, different commercial challenges. Developed test & learn approach, and grew a strategy based on learnings
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  • Tesco Personal Finance Group Limited
    Marketing Manager
    Tesco Personal Finance Group Limited May 1998 - Aug 2001
    Edinburgh, United Kingdom
    Developed launch & ongoing marketing plans for various Tesco financial products.
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  • Sainsbury'S Bank
    Marketing Manager
    Sainsbury'S Bank May 1995 - Apr 1997
    Edinburgh
    Bank of Scotland marketing representative in the bid team in discussions with Sainsburys. As part of a small 'start up' team, developed product launch plan and product propositions. Developed launch marketing plan & all collateral.
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Sandra Smith Skills

Stakeholder Management Strategy Marketing Strategy Marketing Change Management Banking Digital Marketing Management Business Strategy Business Transformation Project Delivery Direct Marketing Team Leadership Business Analysis Financial Services Customer Insight Marketing Communications Governance Customer Proposition Development Customer Value Proposition Customer Focused Marketing Customer Loyalty Loyalty Programs Brand Strategy

Sandra Smith Education Details

Frequently Asked Questions about Sandra Smith

What company does Sandra Smith work for?

Sandra Smith works for Royal Bank Of Scotland Group

What is Sandra Smith's role at the current company?

Sandra Smith's current role is Customer Experience and Advocacy Lead.

What is Sandra Smith's email address?

Sandra Smith's email address is sa****@****net.com

What is Sandra Smith's direct phone number?

Sandra Smith's direct phone number is +4420708*****

What schools did Sandra Smith attend?

Sandra Smith attended Heriot-Watt University, Edinburgh Napier University.

What skills is Sandra Smith known for?

Sandra Smith has skills like Stakeholder Management, Strategy, Marketing Strategy, Marketing, Change Management, Banking, Digital Marketing, Management, Business Strategy, Business Transformation, Project Delivery, Direct Marketing.

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