Experience

• 

  Lloyds banking group

  Oct 2014 - now

  My main role within the Credit Cards eCommerce team is to assist with providing customers with a world class customer experience through the Credit Card research, applying and post sales journeys. • Supported the full site review project, delivering a number of optimisation changes to the customer journey including; amending incorrect links and reintroducing an entry point to contactless for Credit Cards on Bank of Scotland.• Improved the error copy explanation for the eligibility checker tool, achieving a 10% increase to page visits in the first week to the upgrading your browser page which was the call-to-action for the customer• Collaborate across the virtual team, including demand conversion and product, to establish initiatives and progress• Regularly attend eBenchmarkers and Mapa sessions to gain external digital banking insight Show less As part of the Credit Card Propositions team I supported managing projects, including the implementation of the Card Selector functionality on Lloyds and Halifax Credit Cards homepage. I also owned an initiative to transform the customer journey when searching for information on contactless for Credit Cards. • Led the design and implementation of enhancements to the entry points and content of the Credit Card contactless page, achieving a 100% increase in visits to the Lloyds page and 1040% increase to the BoS page within the first week.• Assisted team with delivery of projects and submitting requests for optimisations Show less I joined Lloyds Banking Group in 2014 as a Digital Apprentice, supporting the Protection Propositions team to deliver a customer centric execution-only application journey. • Shaped communications around the launch of the new protection proposition• Supported management of defects which was vital to the successful launch of the proposition• Owned master plan and used to run weekly call with stakeholders across the business to monitor deadlines • Managed competitor research so we remained up-to-date with the market Show less

  • Customer Engagement Manager

    Mar 2021 - now

  • Customer Engagement Assistant Manager

    Aug 2017 - Mar 2021

  • Credit Cards eCommerce - Digital Apprentice

    Apr 2016 - Aug 2017

  • Credit Card Propositions - Digital Apprentice

    Oct 2015 - Apr 2016

  • Protection Propositions - Digital Apprentice

    Oct 2014 - Oct 2015