Experience

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  Ulster bank

  May 2010 - Jul 2019

  •Project managing the implementation of new technology to enable end to end digital journeys for customer account opening; creating a simplified customer experience, reducing time to serve and cost to serve plus increasing product sales•3rd party supplier engagement and management to comply with outsourcing policies, internal risk/control policies and Central Bank of Ireland regulation; working with 3rd party to ensure business needs are met within budget and timelines•Managing relationships with key stakeholders, including senior management, to develop roadmap for delivery of products onto new technology•MI reporting on key performance indicators•Completing ongoing analysis of digital journeys to develop and deliver continuous improvement plans working with colleagues across all parts of the bank Show less •Ownership of a regulatory compliant complaint root cause analysis and service improvement function•Improved experience of Ulster Bank customers (Reduction in complaints, improved customer satisfaction scores)•Manage a small team of analysts to ensure deliverables are produced on schedule to the required standards (Including matrix management of GOI off shore resources)•Successful management and delivery of service improvement projects ensuring delivery of requirements to time, cost and quality standards.•Produce quality communications to front line staff•Manage the governance of the service improvement forum, chairing meetings and ensuring the service improvement framework is embedded across the UB business •Analyse data and business processes to identify business problems, solutions and opportunities. Work with subject matter experts to develop solutions into detailed project requirements with agreed business owners•Identify, map and maintain positive relationships with a range of service stakeholders and SMEs across different businesses and delivery functions across UBG/RBSG Show less •Analyse data (e.g. Customer Satisfaction Index, Root Cause Analysis) to identify improvement opportunities, complaint/service trends and translate into actions•Implementation and management of Retail customer surveys (CSI, Complaints Satisfaction)•Lead/champion and maintain Service Improvement Plan for Retail Markets•Work with key stakeholders such as Retail Regional Managers, Area Managers, Customer Experience Team and cross-divisional representatives to successfully implement Service Improvement activities across Retail Markets•Management of external suppliers•Produce clear executive summaries/reports for senior management•Provide advice/support on customer service initiatives•Produce and manage customer service communications plan for Retail Banking Show less •Recruitment process for 52 secondees e.g. advertising, shortlisting, scheduling interviews•Resource Management including systems access, turnover, exiting•Organisation of all training – 23 training sessions including venues, invites, materials, and feedback etc.•Preparation of all branches in advance of Lean launch e.g. launch audios, creation of online forms, production of weekly branch readiness reports•Management of the successful sourcing and delivery of all necessary support tools to 236 branches•Working with Group Property to ensure the most efficient use of space in branches. Successfully organised the removal of 2420 items of surplus or broken furniture/equipment, 3621 bags of confidential waste and 4113 boxes of Iron Mountain archiving from 236 branches as well as 1274 ad hoc property requests e.g. moving Fast Lodgement Boxes, installing Queue call systems Show less

  • UX & CX Design & Delivery Manager

    Jul 2017 - Jul 2019

  • Service Improvement Manager

    Nov 2013 - Jul 2017

  • Senior Business Analyst, Retail Customer Service Support

    Feb 2012 - Nov 2013

  • Senior Business Analyst, Lean Programme

    May 2010 - Feb 2012
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  Ni civil service

  Sept 2019 - now

  Service designer