Product Owner of transaction list with 200m visits a month. Led a large agile feature team of designers and developers. Delivered key initiatives across multiple brands with significant business and customer benefit.Led on amendments to an old business rule by influencing senior stakeholders and prioritising the backlog. This resulted in a 45FTE call demand reduction, which was the biggest business impact delivered by a digital feature team in 2023. Surfaced ~50m p/m declined transactions on customer’s transaction list, providing contextual onward support depending on decline type. Helping customers in the moments that matter most. Organised an in depth understand phase for one of our biggest problem drivers and delivered enhanced support to help customers better self-serve through the digital channel, with a 10FTE call demand benefit. Integrated with Google Cloud Platform APIs to enhance the transactions experience and modernise our tech stack. Driving the front-end experience of these new features from understand through to development. T-shaped with knowledge of design, architecture, and analysis. Driver of agile practices and skilled in UI, UX & VD. Took a data led approach to prioritisation with focus on a customer-centric digital experience and an eye for detail.

Included a monthly regulatory horizon feature in the Digital Risk Forum and issue scored accessibility defects to influence senior stakeholders and support ongoing backlog refinementMapped out the end-to-end change process to identify opportunities to reduce duplication and to determine key stakeholders Collaborated with teams to create simplified risk guidance clarifying which systems should be used to document different risks throughout the change lifecycleImproved customer experience by redesigning the ‘Support Needs’ public site and influencing stakeholders to include further digital needs - this journey is used by over 20k customers each weekProject managed the Commercial digital platform merge into the business area and used a RACI and process mapping to define responsibilitiesEstablished the parameters of the new Continuous Service Management process; organised upskilling sessions; and created a best practice document to ensure consistency across teamsProcess mapped end-to-end customer journeys in the digital space to determine how we can improve the customer experience and reduce exposure to risksSimplified the Value Stream risk management approach by combining two change processes; taking ownership of improvements; delivering the One Risk and Control Self-Assessment (One RCSA) business process risks; and upskilling risk and control ownersCurrently embedding the new Consumer Duty principles into the Value Stream by working with teams to identify digital gaps, scoring them using a prioritisation tool and applying a customer harms overlay

Project managed the Lloyds Banking Group Retail Bank transition to a more holistic risk management approach (One RCSA)Carried out preventative risk exception reporting and coordinated required amendments to ensure divisional objectives were metManaged and cascaded material breaches and ensured Root Cause Analysis was carried out within specified time framesManaged data quality throughout the Retail Bank to ensure a standardised and high quality approachCollaborated with second and third lines of defence to ensure effective risk management, assurance, and oversightAs part of the Communications team, coordinated team calls and senior leadership communications, and hosted presentations and upskilling sessionsSupported colleague wellbeing through the role of 'Mental Health Advocate'

Successfully implemented several regulatory and product changes to help optimise our Customer JourneysSuccessfully embedded seventeen changes in one month and produced a time saving for the organisation by planning and creating a detailed training logEnsured both regulatory and non-regulatory network changes were embedded smoothly by running interactive sessions and presenting to various levels of managementReduced the number of error messaged being received in branches resulting in a reduction in faults and allowing for the smoother operational running of circa. 900 branchesDeveloped bonds between an agile/home-working team by implementing a ‘Behavioural Experiment’

Collaborated with external suppliers and internal stakeholders to successfully coordinate a tender process, producing a cost saving for the business. Carried out external industry research and built strong working pan-divisional relationships to identify issues and gather honest feedback on our products and services. This process delivered key changes to our Flagship Branch Propositions, resulting in an increase in customer satisfaction and footfall. Promoted colleague advocacy and collaboration by redesigning and managing web content, including monthly features, polls, and blogs, and by running interactive and face to face feedback sessions with colleagues. Carried out a detailed research project challenging current ways of working and compared our ‘insights’ journey with other divisions and the wider industry. The outcome was a new survey software with a higher response rate.

In this role I was responsible for leading a group of twelve counsellors whom were each accountable for six-ten teenage girls. I collaborated with other head counsellors to create entertaining social programmes for the children at camp. I completed all administrative work and was responsible for supporting children from vulnerable backgrounds. I frequently had to demonstrate initiative in unpredictable situations and communicated with parents on a daily basis in both English and Spanish.

Alongside my MSc, I worked part-time at a local family run shop. I started as a Customer Service Representative in August 2016 and was promoted to Key Holder in June 2017. I was then promoted in December 2017 to Supervisor. In this role, I was responsible for the daily operational running of the business and for leading colleagues. I handled cash, carried out stock takes, and resolved any potential issues whilst providing a consistently high level of customer service.

Whilst in the final year of my undergraduate, I worked part time at a family run telecommunications company. My responsibilities included working alongside both current and new customers to provide information on upcoming technology; brand development; creating and updating social media content; monitoring website traffic growth; and handling incoming calls. This role helped to further develop my time management and prioritisation skills.

Between my third and final year of university, I worked full time as a Summer School Social Coordinator at Perth College UHI. In this role, I worked with a tight budget to create an entertaining and cultural social programme for incoming international students. My responsibilities included liaising with internal and external stakeholders; completion of risk assessments; collating student feedback; handling and tracking invoices and purchase orders; preparing weekly programme sheets; and presenting to groups outlining weekly activities. This role helped to develop my interpersonal and intercultural skills and increased my confidence in public speaking.

Between my time as an English Language Assistant in Madrid and my semester abroad in Granada, Spain, I returned to the Green Hotel Golf and Leisure Resort. In this role, I handled incoming calls and emails, promoted hotel facilities to make maximum profit and provided a consistently high level of customer service. I was also responsible for training new employees and providing receptionist cover when required.

As an English Language Assistant, I was responsible for planning educational lessons, presenting to young children and at times, taking on the role of authority in the classroom. I provided support for English proficiency exams and worked on a one-to-one basis with children from English language levels A1 - B3. I also had the opportunity to support children with learning difficulties. This was an approved gap year that helped me to improve my Spanish communication skills and gain valuable experience.

As a Resort Revenue Executive, I was responsible for taking bedroom and event bookings for two family run hotels; organising golf trips and spa breaks for international and local groups; promoting hotel facilities to make maximum profit; and providing support to other departments within the organisation. My email was the primary contact for incoming customer enquiries and I was responsible for ensuring a high quality of customer service. I was also responsible for training new employees and providing receptionist cover. This was a fast paced environment that required a great level of accuracy.

During my time as a Summer Accommodation Administrator, I was responsible for dealing with incoming applications and assisting my manager with the decision making process. I responded to emails and calls from students, parents and organisations based all over the world. I also worked on a face to face basis with incoming students from varying backgrounds throughout the summer. This position helped me to develop my PC literacy skills as it was administration based. It was important to prioritise in this role as there were a variety of tasks to be completed within a short time frame.

This was my first opportunity to work in an office-based environment. My official duties were organising rooms to accommodate meetings, events and classes throughout the university. As this was an administration role, I was able to develop my PC literacy skills. In my extra time, I assisted the student accommodation team which led to my employment the following year.

During my time as a Customer Service Advisor at Primark, I was assigned my own department in which I was responsible for maintaining cleanliness and assisting customers. I also participated in stock-take, which had to be completed to a high standard of accuracy. This role helped to develop my organisational skills and perfect my instinctive ability to deliver an excellent customer service.

I was employed on a temporary basis over the Christmas period to provide extra support during this busy time. My responsibilities included responding to customer enquiries, handling cash, taking stock and maintaining a clean and organised working environment. Through my short period at HMV, I learnt the importance of providing a high standard of customer service.