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Work Background
CentricaDirector of Marketing & Digital
Jan. 2025London Area, United Kingdom
CentricaDirector of Digital & Marketing
Jan. 2025London Area, United Kingdom
AvivaDirector of Customer & Marketing
Feb. 2022 - Jan. 2025London, England, United KingdomDigital, Data & Marketing Director.
- Responsible for £3bn AuA business & +£30m media budget
- Built D2C Wealth business
- Established, launched & ran the Go to Market function
- Accountable for Digital Sales growth, leading teams across CRM, SEO, CRO, Media & Journey Management
- Introduced Agile and built a high performing cross functional team
- Implementing new operating model
- Launched new brand to market across Demand Generation, Awareness & Conversion running across TV, OOH & Social
- Delivered new Product & Mobile Platforms
Bain & CompanySenior advisor to Bain & Company
Jan. 2022 - Oct. 2025Advisor to European & North American Financial & FMCG Institutions.
Specialising in Digital Sales, Transformation, Agile Operating models, Go To Market Strategy & Data lead Marketing.
NatWest GroupHead of Digital Centre of Excellence
Nov. 2019 - Feb. 2022London, England, United KingdomDirector/ Senior Manager running team of 120 Experience Managers, responsible for Sales, Service, Digital Adoption & Retention outcomes for all Bank products and brands.
Specific focus across the following Digital disciplines:
- P&L responsibility for Digital
- SEO; CRO; CRM & Personalisation
- Digital Sales & E commerce
- Mobile Adoption & Engagement
- Experience personalisation & Customer messaging
NatWest GroupHead of Digital Sales Service & Adoption
Jun. 2017 - Dec. 2020London, United KingdomSenior Manager running team of 75 Experience Managers achieving market leading Digital usage and penetration of key platforms and market leading Digital Sales growth (from 33% to +80% of all sales)
NatWest GroupHead of Digital Sales
Feb. 2014 - Jul. 2017London, United KingdomSenior Digital Manager running the team who are responsible for Online Mortgage and Insurance experiences including sales, servicing & digital strategy
RBSHead of Digital Service & Customer Experience
Aug. 2013 - Feb. 2014LondonResponsible for:
- Help & Support online
- Launch & growth of Community Forums
- Lead the Community management team
- Drive Social Media development - Customer journey mapping & development
- Supplier management (Lithium, Oracle, LivePerson, Bazaarvoice etc)
RBSDigital Sales Manager
Mar. 2012 - Sep. 2013LondonResponsible for:
- Digital Optimisation planning & delivery
- E-commerce
- Stakeholder management
- Website development
- Customer journey optimisation
- Strategic development of, and sales through Webchat
- Credit Card book value growth
- Delivery of improved customer experience & value
- Project management & delivery - Bonds journey management
RBSBusiness Development Manager, Private Banking
Sep. 2010 - Jul. 2012LondonResponsible for:
Delivery of Trading Plan, Client Aquisition, Process Improvement, Customer Experience, Customer Service, Risk Management, Support the Director, Project Management, Delivery of Improved Customer Value Metrics, Stakeholder Management, Line Management
Royal Bank of ScotlandCustomer Experience Manager
Jul. 2010 - May. 2011Edinburgh/LondonSelected to cover the Customer Experience role following an FSA driven complaints challenge.
Responsible for the planning, design, implementation and communication of a customer service strategy for Private Banking & Advice covering over 15 businesses.
Presentations to Exec, implementation of Private Banking Manager targets and linked rewards This role was covered in addition to a Business Development Manager role
Royal Bank of ScotlandManager, Advice, Developing Channels
Aug. 2009 - Jul. 2010EdinburghStrategic development of the future proposition including trading plan responsibilities, management of budgets, adhering to strict deadlines whilst driving the delivery of financial improvements.
Royal Bank of ScotlandManager, Sales Support, Financial Planning
Feb. 2009 - Jul. 2009Edinburgh, United KingdomBased in the regulated sales area, Financial Planning is designed to meet the protection and investment needs of our mass market customer segment.
Key roles: Designing customer contact strategy, managing sales performance and providing sales development solutions
Reporting to the National Sales Director
RBSFast Track Retail Business Leadership Graduate Scheme 2008
Sep. 2008 - Aug. 2010Glasgow, Edinburgh, LondonA 2 year fast track leadership scheme designed to give a broad understanding of the business to allow rapid progression to management positions. Key positions:
Branch Management, Financial Planning Sales Support, Developing Channels-future proposition, Customer Satisfaction Program for Private Banking and Advice
Alpha Plus GroupMarketing Manager
Mar. 2007 - Apr. 2008
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