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Work Background
Crane ConsultingTransformation Consultant
Mar. 2020United KingdomAssignments have included; strategy development, organisational redesign, Agile transformation, cost reduction and growth programmes, strategic transformation, regulatory change - inc Consumer Duty implementation and Vulnerable Customer programmes - general programme & change management oversight (inc Agile), new product & proposition design/management/execution and finally FinTech start-up/scale-ups. Specific roles and activities have included: - Interim COO and CTO positions
- Strategic counsel for FinTech start-up/scale-up activity - Day 2 strategy design for New Bank launch - Development of new lending and saving products and propositions (inc simplified advice) - Creation of new adviser affordability tools/services (SaaS) - Creation of new marketing and CX software capabilty - Programme Director (Consumer Duty) - Strategic Transformation - Agile Transfortmation - Strategy, planning and then delivery of PA/PR strategies
- Strategic review and design of new policy frameworks and documentation
- Facilitation of 5yr board strategy sessions inc creation of strategic roadmaps
- Design and delivery of organsisational redesign - Deployment of new risk monitoring frameworks and governance structures Consultancy activities typically most closely aligns with Programme Director, MD, CTO, CXO, CPO, COO & Chief of Staff responsibilities.
Bank of IrelandCustomer Experience Director
Feb. 2017 - Mar. 2020Bristol, United KingdomInitially tasked with establishing - through org redesign/TOM activity - the Bank’s first UK based CX function. Once established I operated as strategic Agile transformation lead. The role had overall accountability for the development and oversight of the end-to-end consumer experience (mortgages) inclusive of new product & proposition, customer policies, retention, marketing & PR, Agile change and customer outcomes. Additional responsibilities include business and speaker relationships with the market, trade bodies, regulators, press and consumer groups.
Crane ConsultingConsultant
Sep. 2015London, United KingdomConsultancy providing CX, product & proposition, marketing & communications, strategy, commercial and project management (Agile) solutions to the financial services sector. October 2015 - Mar 2017.
Williams & Glyn (RBS): Led the work on the day 2 lending and advice proposition/strategy, IO back-book and development of external industry relationships. June 2016 - Mar 2017 BrightskyClearMind: Acted as adviser for launch of FinTech startup (UK & Aus)
Just Group plcHead of Group Business Development
Nov. 2010 - Sep. 2015ReigateAccoutable for the development of non-intermediated propositions in relation to the distribution of pre, at and in, retirement based products and services. Products included annuities, enhanced annuities, drawdown, equity release and both advised and non-advised distribution (inc digital and non-digital) across D2C, B2B and B2B2C propositions.
SantanderRegional Director
Jul. 2009 - Nov. 2010South EastRegional Director for Kent, Sussex, Berkshire & South London
Lloyds Banking GroupNational Development Manager
Apr. 2007 - Jul. 2009London, United KingdomResponsible for the creation and then implementation of new propositions delivering incremental income across all product lines for the retail banking arm of Lloyds Banking Group.
Britannia Building SocietyArea Manager
Oct. 2006 - Apr. 2007London, United Kingdom
Barclays BankBranch Manager
Apr. 2005 - Oct. 2006London, United Kingdom
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