Experience

Medical Research Network

• United Kingdom
• Research Services
• 200 - 300 Employee

• Change Manager

  • Apr 2022 - Present



Drax Group

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Journey Improvement Lead

  • Feb 2018 - Apr 2022



Volkswagen Financial Services (UK)

• United Kingdom
• Financial Services
• 700 & Above Employee

• Quality Assurance Manager

  • Sep 2016 - Jan 2018

  Leading a quality assurance team of over 20 people to support our customer facing operational areas of the business- specifically New Business, Underwriting, Retail Customer Services, Collections and an outsourced partner.Identifying, creating and implementing robust, unified frameworks that provide clear, auditable outputs and provide value add by supporting continuous improvements to our quality outputs across our customer facing teams, ultimately striving to deliver excellent customer service with consistently fair outcomes.Reviewing, improving and embedding robust risk based models and providing data and insight that enables a proactive approach to improve.Leading by example, creating and embedding a culture that encourages high performance across the team whilst ensuring the teams focus remains aligned to our operational and strategic objectives. Show less

• Operational Implementation Executive

  • Nov 2014 - Sep 2016



Volkswagen Financial Services

• Germany
• Financial Services
• 700 & Above Employee

• Customer Experience Team Leader

  • Nov 2012 - Nov 2014

• Customer Services Advisor

  • Mar 2011 - Nov 2012