Scott Lee Holloway, CCXP

Funding Specialist

16000 followers

Valletta, Malta

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Timeline
About me
Head of Customer Experience at APS Bank
Education
- The CX Academy
  -
  AI for CX MicroCourse Customer Experience Distinction
  The AI for CX (Artificial Intelligence for Customer Experience) MicroCourse explores the impact of AI on customer experience, covering practical applications, ethical considerations, and future trends.
- The London Institute of Banking & Finance
  -
  Certificate in Retail Banking Conduct of Business (CertRBCB) Retail Banking Customer Solutions Distinction
  The LIBF Certificate in Retail Banking Conduct of Business (CertRBCB) equips banking professionals with essential knowledge of retail banking regulations, ethical conduct, and customer outcomes. It covers key regulatory frameworks and best practices to ensure compliance and fair treatment of customers.
- The CX Academy
  -
  Professional Diploma in CX Customer Experience Distinction
  The Professional Diploma in Customer Experience (CX) from the CX Academy is a globally recognised qualification that provides in-depth expertise in customer-centric strategies, CX design, journey mapping, behavioural science, and customer insight analysis. This diploma equips professionals with the skills to drive meaningful improvements in customer experience, enhance loyalty, and create long-term business value.
Experience
- Santander Consumer Finance Europe
  Jan 2011 - Nov 2012
  Funding Specialist
- Willis Towers Watson
  Nov 2012 - Jan 2017
  Senior Customer Service Associate
- HSBC
  Feb 2017 - Jan 2019
  Unsecured Lending Specialist & Premier Customer Service Associate
- APS Bank
  Jan 2019 - now
  Responsible for Customer Experience, Feedback & Complaints.
  - Head of Customer Experience
    Jan 2025 - now
  - Senior Customer Experience Manager
    Jul 2024 - Jan 2025
  - Voice of the Customer Manager
    May 2020 - Jul 2024
  - Voice of the Customer Officer
    Jan 2019 - May 2020
- Malta Bankers' Association
  May 2023 - now
  APS Bank plc’s representative on the Malta Bankers’ Association Board.
  - Board Member
    Jul 2024 - now
  - Standing Committee Chair (Consumer Affairs, Education & Communications)
    May 2023 - Aug 2024
- European Banking Federation
  Aug 2023 - Dec 2024
  Retail Committee Member
- Customer Experience Professionals Association (CXPA)
  Feb 2024 - now
  - Director - Global Board of Directors
    Jan 2025 - now
  - Committee Member - Diversity Advancement Committee
    Feb 2024 - Dec 2024
Licenses & Certifications
- CXPA Professional Member
  Customer Experience Professionals Association (CXPA)
  Jan 2023
  View certificate
- Certified Customer Experience Professional
  Customer Experience Professionals Association (CXPA)
  Mar 2023
  View certificate
- Judge at the European Customer Experience Awards
  Awards International
  View certificate
- Customer Experience Specialist (CXS)
  CX University
  Apr 2025
- CXPA Professional Member
  Customer Experience Professionals Association (CXPA)
  Jan 2023
  View certificate
- Judge at the European Customer Experience Awards
  Awards International
  Jun 2022
  View certificate
- CCX 1: Winning Through Customer Experience
  Bain & Company
  Jun 2025
  View certificate
- CCX 2: Customer Insights & Analytics
  Bain & Company
  Jun 2025
  View certificate
- Judge at the European Customer Experience Awards
  Awards International
  Apr 2023
  View certificate
- Certified Customer Experience Professional
  Customer Experience Professionals Association (CXPA)
  Mar 2023
  View certificate
Volunteer Experience
- Volunteer
  Issued by RSPCA
  Associated with Scott Lee Holloway, CCXP
- Volunteer
  Issued by WWF
  Associated with Scott Lee Holloway, CCXP
- Volunteer
  Issued by Noah's Ark Dog Sanctuary
  Associated with Scott Lee Holloway, CCXP
- Volunteer
  Issued by CSAF (Carers for Stray and Abandoned Felines)
  Associated with Scott Lee Holloway, CCXP
- Fosterer
  Issued by RESCUE REMEDIES DOG RESCUE
  Associated with Scott Lee Holloway, CCXP