Pip Landers-Letts

Experience

• 

  Barclays

  Oct 2008 - Dec 2013

  12 month secondment. Managing the end to end complaint root cause analysis program for all complaint categories within the Transactional Business Council Responsible for root cause analysis and reporting of complaints within the four biggest areas in UK RBB. Stakeholder management with complaint category owners across the business. Complaint Manager - Debit Card Operations

  • Root Cause Manager

    Apr 2013 - Dec 2013

  • Root Cause Analyst

    May 2012 - Apr 2013

  • Customer Relations Manager

    Oct 2008 - May 2012
• 

  Barclays

  May 2016 - Jan 2024

  BUK Net Zero Lead & Everyday Banking Green Product LeadCollaborated with cross-functional teams and senior stakeholders to define a holistic view of Ops and Tech performance against BUK’s Net Zero ambition. Worked with external partners (British Gas) to deliver the first ‘Home Energy Efficiency Exhibition’. Established and led a virtual team to design and test sustainability products and propositions related to everyday banking e.g. carbon tracking tools and incentives for greener day-to-day spending. Show less Designing, developing and delivering compelling propositions for youth, student and graduate customersLed the team to deliver digital customer onboarding and create new customer cohorts (i.e. apprentices), which achieved market share growth and increased customer satisfaction (NPS). Won six consumer-voted industry awards between 2018-2020. Introduced the first student partnership offer with Perlego (digital textbooks) after gaining senior stakeholder support and funding. This incentive was used to increase acquisition and engagement, and support students from disadvantaged backgrounds. Initiated and ran a colleague support programme which improved customer experience during ‘student season’.Mentored a start-up (UniZest) on the Barclays Accelerator Programme. Show less

  • Sustainability & Social Purpose - Senior Product & Propositions Manager (VP)

    Feb 2023 - Jan 2024

  • Blue Rewards Transformation – Senior Product & Proposition Manager (VP)

    Jan 2021 - Mar 2023

  • Head of Youth, Student & Graduate Customer Propositions

    Jun 2017 - Dec 2020

  • Current Account Borrowing (Overdrafts) - Product Manager (AVP)

    Dec 2013 - May 2017

  • Barclays Blue Rewards (Secondment) - Product Manager

    May 2016 - Nov 2016
• 

  Self-employed

  Feb 2024 - now

  Author

  Debut novel - The Weight of What Was, published May 2024

• 

  The Woodland Trust

  May 2024 - now

  Lead Innovation Manager

  Regular Giving Recruitment