Katie Sutton

Experience

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  RBS

  Jul 2008 - Jun 2010

  Home Claims Handler
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  RBS Insurance

  Jul 2010 - Nov 2011

  HNW Claims Handler
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  Direct Line Group

  Nov 2011 - Nov 2014

  Product Owner responsible for the design, build, implementation and continuous improvement of the Salesforce.com service console within DLGA conduit between the business front end users and IT working cross direcorate with technology suppliers and business users to design a system which is fit for purposeDevelop and implement Salesforce service console dashboards, reporting and analytics to demonstrate people, process and system performance and inform a continuous improvement journeyLead the design workshops in order to gain the base design user requirements and working in an agile manner through an iterative process to build a console which is usable, scalable and flexibleLead the Salesforce service console administration, delivery and analysis team to deliver excellent performance and continuous improvementCollaborate cross directorate on the development, continuous improvement, deployment of systems, processes, promoting best practice and ensuring a joined up DLG approachListen and act on key stakeholder feedback in order to build a console which gives great user experience and create a system which delivers value for the business. Show less I am a conduit between various customer data / insight teams and the operations teams in order to ensure relevant insight and information is available and that all levels understand what they need to do to deliver the right customer experience. I engage relevant stakeholders to understand what barriers exist that prevent delivering a great customer experience. I own and govern a review boards to enhance the customer experience journey across the sales operation, using an improvement plan, which ensures any activity is highlighted in order to influence senior management teams to take mitigating action. I have ownership of the Customer Satisfaction process within specified business areas and/or customer journeys ensuring that the data and insight is understood by all through being the primary contact for the relevant management teams.I contribute to the creation of a programme of customer centric communications and ensure that the insight is relevant to drive engagement at all levels.I contribute to the development of customer-centric culture across all the organisation. Show less

  • Salesforce.com Product Owner

    May 2013 - Nov 2014

  • Customer Experience Analyst

    Nov 2011 - May 2013
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  Xchanging

  Nov 2014 - Sept 2015

  Product Manager

  Product Manager working on Salesforce and Spend Analytics responsible for the full lifecycle management from Application design, build, test, implementation, run and support the product. I work closely with the business to design the platform and develop strong relationships with internal and external stakeholders to ensure business and market needs are met. I assist the sales team to produce demos and product-related collateral as needed. Manage the issues tracker and resolve bugs and issues with the platform and work with development teams on delivering the prioritized backlog to plan and to budget. Prepare highly specified documents displaying detailed Production, Process and Service Definitions. Show less

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  Salesforce

  Oct 2015 - now

  • Director Solutions Engineering

    Feb 2025 - now

  • Senior Manager Insurance Solution Engineering

    Jul 2022 - Feb 2025

  • Principal Solutions Engineer

    Feb 2019 - Jul 2022

  • Lead Solutions Engineer

    Feb 2017 - Feb 2019

  • Senior Solutions Engineer

    Oct 2015 - Feb 2017