Scott Lynch Email & Phone Number

Edinburgh, Scotland, Gb

Edinburgh, Scotland, United Kingdom

• Working closely with 11 feature teams to support field work, design and validation of customer behaviour. Ensuring that we implement change in a positive way to support our ability to service over 38 million active debit and credit cards across all LBG brands.• Carry out Business Area Gateway Engagement and follow up activity to ensure business awareness of changes to be implemented and supporting Impact Assessment activity.• Regular engagement with a range of stakeholders across Consumer Services, Customer Contact and Support Teams.• Completing governance activity and documentation to meet the Agile framework and ensure Risks and Controls are being addressed.• Coordinating and facilitating Operational Go/No Go activity ahead of initiative live dates and achieving necessary stakeholder sign off.• Producing and delivering operational and project communications and training material

Edinburgh, Scotland, United Kingdom

• Providing insight from a Customer and Colleague perspective to a range of change initiatives focusing on reducing failure demand and enhancing the customer experience. Drawing on my 20 plus years’ experience within operational roles.• Carried out intensive business process and customer demand research to provide valuable understand data on what matters to customers. This influenced prioritisation of lab lead initiatives to maximise customer, colleague and business benefits. Ensuring that we design a best-in-class multi-channel experience.• Supported new colleagues through induction providing overview of Agile and Systems Thinking and facilitating time in the work to truly understand customer and colleague experience.• Supporting Agile Delivery of new Credit Card Servicing platform and leading pilot activity within Contact Centres and Back Office teams. • Responsible for rolling out and embedding the new system application to 1,200 colleagues across 9 operations sites.

Dunfermline, Scotland, United Kingdom

• Led a team of 100+ colleagues within a large call centre servicing over 500,000 customer demands per year.• Consistently delivering across a range of key metrics including, customer outcomes, Net Promoter Scores and First Touch Resolution.• Key individual across a range of projects impacting the business and engagement plans. Lead role on site for Change Initiatives ensuring that any change implementation had been reviewed by colleagues and feedback provided before being communicated out across all 430 colleagues in Dunfermline.• Proud of strong colleague engagement results. Increases in engagement across all areas through improved colleague communications, a clear focus on development and a transparent approach to coaching and support.

Glasgow City, Scotland, United Kingdom

• Delivered initiatives to enhance customer and colleague experience. Achieved 12.3 FTE (FULL TIME EQUIVALENT) worth of benefits from initiatives I delivered. Including Support Lines for Birmingham Midshires Mortgages, Robotics for Mortgage Redemptions and Increase Repayment Limits.• Extensive collaboration with Change Management Team and Planning on delivery planning and benefit realisation.

Dunfermline, Scotland, United Kingdom

• Lead a team of 70 Mortgage Advisors and 7 Mortgage Managers through the introduction of the Mortgage Market Review. Supporting up skill of colleague to achieve their CeMAP qualification to provide mortgage advice.• Managing in a highly regulated area as part of the Senior Management Certification Regime.• Servicing a mortgage book of over £40 billion and the highest market share in UK.

Dunfermline, Scotland, United Kingdom

• Lead various departments ranging in size from 50 – 150 colleagues and 5 – 15 Team Managers. Servicing Customers through Telephony and Administration channels.• Managing in different brands within Lloyds Banking Group including Intelligent Finance, Bank of Scotland and Sainsburys Bank.• Servicing Personal Banking and Savings accounts for over 30 million customers.

Edinburgh, Scotland, United Kingdom

Team Manager leading teams servicing and processing Mortgage applications and accounts. Covering a range of departments including Mortgage Valuations, Income Verification, Vetting and Customer Servicing.

Edinburgh, Scotland, United Kingdom

Underwriter for Motor Finance. Assessing new business applications and providing sign off for loans up to £100,000.