Stephen Gray Email & Phone Number

Leeds, Leeds, United Kingdom

Skipton, England, United Kingdom

The Head of Product is responsible for leading and managing the product management team. This role involves defining and implementing the product strategy, driving product development and innovation, and overseeing the product lifecycle.

Leeds, United Kingdom

• In this position, I managed end-to-end customer experience for existing customers, from the initial application process to loan completion, ensuring a seamless and positive journey. I also developed and implemented.
• ​Enhance customer experience in mortgage servicing and application processes by collaborating with Channels and operation teams, leveraging internal and external insights.
• ​Track CX metrics for key secured borrowing programs, ensuring a balance between commercial and customer benefits aligned with the MTP.
• ​Collaborate with insight teams to provide actionable and relevant insights, influencing the customer agenda and identifying commercial opportunities.
• ​Transform the servicing proposition from a functional administration service to a customer-driven needs servicing by leveraging data and customer insights.
• ​Develop and execute an automated NPS survey system, providing valuable insights into the needs and satisfaction of both customers and Barclays' partners.

• In this role, I led the strategic digital optimisation and automation initiatives for the mortgage department, driving efficiency and improving customer experience. I also developed and executed innovative propositions.
• ​Successfully implemented a Solicitors Portal through an external company, revolutionising the solicitors' journey in mortgage transactions and reducing lending risk.
• ​Reduced the solicitors' journey time by 5 days through streamlined processes and automation, improving overall efficiency.
• ​Developed a user-centric platform design that enhanced the customer experience and streamlined the mortgage application process.
• ​Achieved measurable results through the integration of Fintech solutions and innovation partner contributions, driving business growth and customer satisfaction.

Leeds, United Kingdom

• In this position, I oversaw the establishment and management of the Project Management Office (PMO) for lending operations, ensuring effective project delivery and alignment with strategic goals. I also led the.
• ​Spearheaded the creation and establishment of the New Demand change governance process for Lending Operations, ensuring streamlined and efficient management of change requests.
• ​Designed and implemented a comprehensive communication strategy for Operational Performance, ensuring effective and timely dissemination of information.
• ​Led the creation and implementation of a customer application support team, resulting in an underwriting capacity increase of 74 applications per day.

• In this position, I oversaw the day-to-day operations of the team, ensuring adherence to quality standards and meeting performance targets. I also created and implemented strategic initiatives to improve operational.
• ​Successfully managed and provided strategic direction to a large Application Quality Administration Operation consisting of 300+ colleagues.
• ​Designed and implemented an operational control framework for Customer Support in collaboration with GP&C, AML, and Consumer Risk departments, ensuring compliance with regulations and mitigating operational risks.

Leeds, United Kingdom

• Delivering customer solutions at strategic level across Home Solutions Direct Working as a key stakeholder for Business change and Process improvements Continuous improvement on Direct Channels Business work streams.
• Delivered:- Designed and implemented Digital Rate switches into Home solution Direct now receiving 3000+ customer applications a month. Designed and implemented the Premier Telephony Banking mortgage referral model..

Leeds, United Kingdom

Responsibilities / Achievements: Performance management of a team of 12 mortgage support agents. Performance evaluated against 4 quality KPI’s. Over achieved in all these performance measures and sustained over a 3 year period Developed enhanced leadership skills and techniques required at this level Successfully applied variation management techniques.