Director

• Oct 2016 - Present

Head of Customer Experience & Service

• Nov 2015 - Sep 2016

My role is to execute a Customer Experience Strategy in Ulster Bank using data and customer insights that will transform our brand in to one both our customers and employees can be proud of. This is a newly created role which demonstrates Ulster Bank's commitment to our customers and our ambition to become number one across Ireland for Customer service, trust and advocacy.

Head of Direct Banking & Digital Transformation

• Feb 2015 - Oct 2015

Responsible for Direct Banking & Digital Transformation within Ulster Bank Group.Includes online, internet banking, mobile banking, ATMs and contact centres.Successfully delivered a number of digital change, cultural change and call reduction programmes.Successfully grew digital and mobile usage signficantly.Member of the RBS Direct Bank BoardMember of the Ulster Bank Retail Executive Team, quorum member of various oversight and management committees.Management of circa 500 staff across multiple locationsResponsible for circa 1,200 ATMs across IrelandResponsible for multiple websites across multi jurisdictionsResponsible for incone and cost budgets (multi-million )

Head of Direct Customer Contact Centre

• Aug 2012 - Feb 2015

Responsible for improving the customer experience for the 4 million calls we receive across Retail and Business banking.Responsible for team circa 500 peopleImplemented a very successful blended operating model with an external partner that delivering a flexible and agile workforce.Delivered significant call reduction programmesTrack record of the highest employee engagement scores across Ulster bankWon numerous awards both internally and externally for the successful transformation of the Ulster Bank call centreAnnounced 350 new jobs to Northern Ireland in Ulster Bank February 2015

Head of Customer Experience, Group Manufacturing Division

• Jan 2011 - Aug 2012

My role was design and implement a customer experience agenda across Bank of Irelands Group Manufacturing Division. Focusing on redesigning relationship management by implementing a voice of the customer framework across ATMs, Complaints, Fulfilment, Contact Centres and Internet banking.Implemented a very successful customer interaction centre which introduced new channels to engage with customers through email, social media and web chat.

Web Centre of Excellence

• Jan 2010 - Feb 2011

My role was to develop a Web Centre of Excellence across Bank of Ireland to centralise all web activity into one centralised team.Successfully implemented a new Operating model that included outsourcing some of the development activity for the group websites and refocused the internal IT staff on the development of the online banking services.

Customer Advisor

• Aug 1997 - Aug 1998

Various roles as an advisor, including sales, managing drive thru teller and balancing ATMs Various roles as an advisor, including sales, managing drive thru teller and balancing ATMs