Experience

Mettle

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Senior Product Manager

  • May 2020 - Present

  Mettle is the free business account by NatWest that helps small businesses start, run and grow. It’s built for startups, limited companies and sole traders. I am leading a mission to scale Mettle, at pace, in order to give more customers the financial confidence to turn their passion into an opportunity. I have set up a strong cross functional mission, with the customer needs at its heart. To date I have enabled Mettle to increase customer numbers 16x through 2x improvement in % completed applications and 7.5x improvement in rate of customers onboarded/ week. Growth has been at the heart of our mission, but I have ensured that this is not at the expense of brilliant customer support, backed up by helping customers to better support themselves which can be seen in the reduction of over 1/3 conversations started by customers asking for support.



Bó

• Product Owner

  • Jul 2019 - May 2020

  I led the vision and delivery of various internal products across Bó with initial focus on Bó’s brilliant customer operations tooling. I was able to iterate and test a variety of customer support journeys across a number of internal tools in order to help Bó scale at pace. I championed in app a-synchronous messaging, smooth internal support processes and a customer friendly journeys to ensure customers could easily get the support that they needed to help them better manage their money.

• Customer Outcomes Lead

  • Apr 2019 - Jul 2019

  I spent 4 months collecting and consolidating a variety of customer insights to inform the customer proposition and outcomes to help nudge customers towards better financial health and wellbeing. I led the product strategy to set both the direction and focus for Bó's products across an 18 month to 3 year timeline, with a lens on both product market fit and customer segmentation.

• Controls Manager

  • Apr 2018 - Mar 2019

  I developed and proactively directed a control framework for Bó, a digital retail proposition placing the customer's financial wellbeing at the centre of the business, allowing me to increase my understanding of both regulatory and policy expectations across financial services. I actively led the approach to third party service risk and controls, enabling and driving the onboarding of over 60 third party services. I further developed my approach to agile ways of working, acting as scrum master for the Controls Team and developing an effective cadence to deliver value to the programme on behalf of customers.



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Fenergo Functional Delivery Lead

  • Jun 2017 - Apr 2018

  Managing the functional delivery of a front to back Client Lifecycle Management Technology across NatWest Markets.Successful delivery of In Life Financial Crime Management throughout 2017.

• AML Innovation Manager

  • Mar 2015 - Jun 2017

  Through my role as AML Innovation Manager I both developed and delivered Strategic and Tactical change initiatives to improve both the efficiency and effectiveness of our AML processes to ensure value is added at every point.Through the successful implementation of these deliveries I significantly reduced our AML and Financial Crime operating costs whilst improving our control environment.



GSK

• United Kingdom
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Global Capital Project Manager

  • Jun 2014 - Mar 2015

  Project manager of a multi million pound extension and upgrade to an existing sterile manufacturing facility in Worthing. Within this role I further developed my project management skills ranging from overall management of day to day construction through to contract and design management under the CDM regulations.

• Engineering Support Manager

  • Aug 2012 - Jul 2014

  I managed a team of technical experts to drive improvements to support both line performance and ways of working within the Slough Horlicks Factory Engineering department

• Asset Redeployment Manager

  • Sep 2011 - Mar 2013

  As Asset Redeployment Manager for GSK I am responsible for ensuring that all surplus equipment across GSK is made available to other sites across the network. In order to achieve this, I train custodians across a number of sites globally and engage users of the programme to help realise cost avoidance for the company and reduce capital expenditure.

• Engineering Team Manager

  • Jan 2012 - Aug 2012

  I spent 8 months working as an Engineering Team Manager, in the Steriles and Inhalations Business Stream, at Barnard Castle.

• Engineering Team Leader

  • Jan 2011 - Jan 2012

  I led a team of 14 technicians responsible for ensuring the day to day performance of the manufacturing lines across respiratory, from the micronising of the active pharmaceutical product through to the packing of the final product. In this role I coached the technicians in a mindset of continuous improvements to both plant and processes and the benefits of implementing preventative fixes to any issues that we encountered. I was personally accountable for ensuring that all work was completed in a safe and compliant manner. During this period I also took on some duties as an equipment engineer, leading root casue analysis sessions to improve our overall equipment effectiveness across the production stream.

• Mechanical Engineer

  • Sep 2009 - Jan 2011

  Working as part of the Primary Engineering Shared Service in the roll out of condition based, value driven and risk based maintenance strategies across Global Manufacture and Supply. During this time I led a project in Stevenage, looking at reliability strategy.I also worked as part of the Irvine Utilities Engineering team to support the installation and commissioning of a new combined heat and power plant, as well as projects to replace two 40,000 gallon fuel oil tanks and two process water tanks on the Irvine site.