Experience

Principality Building Society

• Financial Services
• 700 & Above Employee

• Business Architect

  • May 2017 - Present



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Architect - Consumer Finance

  • Jun 2014 - May 2017

  Working within the Business Architecture team of the Consumer Finance division for the Lloyds Banking Group brands, key responsibilities include:- - Articulating and developing the operating model for the business - Identifying capability gaps/hot spots within the current state operating model - Providing a customer experience focused lens to business architecture within the team - Supporting the development of the design governance process - Taking an end to end strategic… Show more Working within the Business Architecture team of the Consumer Finance division for the Lloyds Banking Group brands, key responsibilities include:- - Articulating and developing the operating model for the business - Identifying capability gaps/hot spots within the current state operating model - Providing a customer experience focused lens to business architecture within the team - Supporting the development of the design governance process - Taking an end to end strategic view of changes impacting the business, assessing how they interlock with and impact the strategic objectives of the business - Providing change consultancy support to various parts of the business dependant on current needs, this has included the recent mobilisation of a customer journey mapping initiative

• Business Analyst - Customer Experience & Complaints Root Cause Analysis

  • May 2010 - Jun 2014

  Working within the Customer Experience team of the Credit Card, Current Account and Savings business for Lloyds Banking Group brands, key responsibilities include the analysis of customer insights to identify trends, undertaking of root cause analysis to identify failures/issues, identification of solutions, developing customer experience strategies and driving change to improve customer experience, business processes and systems. Key accountabilities:- - Analysis of complaints MI… Show more Working within the Customer Experience team of the Credit Card, Current Account and Savings business for Lloyds Banking Group brands, key responsibilities include the analysis of customer insights to identify trends, undertaking of root cause analysis to identify failures/issues, identification of solutions, developing customer experience strategies and driving change to improve customer experience, business processes and systems. Key accountabilities:- - Analysis of complaints MI to identify trends - Delivery of customer experience improvements - Customer experience focused business analysis - Development of customer experience strategies - Sampling of complaints to identify common themes - Undertaking of root cause analysis to identify failures/issues - Identification of solutions to improve customer experience, business processes and systems - Driving change improvements to remedy root causes - Managment of product social media insight

• Business Change Analyst

  • May 2007 - May 2010

  Working within the business design and integration team of the credit cards business for Halifax, Bank of Scotland and Lloyds TSB key responsibilities included gathering business requirements, producing business processes and managing stakeholders on BAU and Integration projects. Key accountabilities:- - Business Analysis on a small to large scale projects - Detailed Business Requirements - Business Process Modeling - Stakeholder management - Building business… Show more Working within the business design and integration team of the credit cards business for Halifax, Bank of Scotland and Lloyds TSB key responsibilities included gathering business requirements, producing business processes and managing stakeholders on BAU and Integration projects. Key accountabilities:- - Business Analysis on a small to large scale projects - Detailed Business Requirements - Business Process Modeling - Stakeholder management - Building business relationships - Integration and BAU work - Link between IT and the business - Credit Card projects



Halifax

• Banking
• 700 & Above Employee

• Business Change Analyst

  • May 2007 - May 2010

  Business Analysis for Credit Cards change team, Requirement Gathering, Workshop Facilitation, Process Mapping Business Analysis for Credit Cards change team, Requirement Gathering, Workshop Facilitation, Process Mapping



Halifax

• Banking
• 700 & Above Employee

• Underwriting Team Leader

  • 2005 - 2007

  Managed team of 10+ Credit & Fraud Underwriters, processing credit card applications and managing fraud cases.

• Fraud & Credit Underwriter

  • 2003 - 2005

  Underwrote credit card applications and investigated application fraud cases.