Deloitte Digital

Senior Manager, Customer Strategy

Islagen Consulting Ltd

Having delivered Digital Transformation and Customer Engagement Programmes, I help organisations understand how to move to an integrated model, bringing together data, operations, technology and colleague & customer experiences across the organisation. 

Most recently, I have shaped and led the strategic plans and business casing for the digital transformation of a Government Department. Working with the Senior Leadership Team, this culminated in funding bid to Government of several hundred million pounds (since approved), to deliver significant benefits and efficiencies across the department's complex operating model.

Director

Accenture UK

I spent six years in Accenture Strategy & Consulting practice working across a wide range of change programmes in Financial Services and Government. I managed client relationships including C-suite stakeholders, responded to RFPs (Request for Proposals) and presented at client pitches. I also established the Financial Services Data & Analytics sub-practice, bringing together the Consulting and AI communities to shape and build new propositions. 

Notable roles include:

Digital Transformation Lead @ Govt Department
Managed a portfolio of projects, reporting to Board Level Executives, that included a strategic spending review, operating model redesign and service design-led customer and user experience transformation

Programme Lead - Membership Adoption @ a UK Health Insurer
Identified root causes and resolutions to rectify poor customer engagement. Identified opportunities to double the audience base and drive usage. Top recommendations were subsequently approved by the Board

Interim Head of Retention @ a UK Insurer
Interim Senior Leadership role to resolve declining persistency and customer numbers. I delivered retention rate and Income Per Case increases and reduced cancellations through a focus on customer engagement throughout the business. I introduced analytics based personalised customer communications, upskilled contact centre agents, reduced costs and removed inefficiencies.

Programme Lead - Digital Adoption and Operating Cost Removal @ a Global Bank
Led a correspondence transformation programme to identify and deliver over $30m savings on paper and postage costs, achieved through of a series of initiatives that drove digital customer adoption and ‘paperless’ initiatives.  

Programme Lead - Remote Advice @ UK Retail Bank
Led the delivery of a Proof of Concept for a remote (video) adviser capability for Mortgages, including Target Operating Model, process reviews, customer experience and journeys and technology solution recommendations.

Management Consulting Senior Manager

HSBC

•	Developed the UK Marketing plan across all segments and allocated budgets accordingly
•	Coordinated the UK Marketing team to ensure that all activities deliver ROI and activities were on budget
•	Worked with media partners and agencies to deliver all aspects of integrated UK advertising campaigns, including press, online and in-branch 
•	Managed the ATL and operational elements of HSBC’s flagship Global Connections competition recording several £bn requested lending from UK business competition entrants 
•	Represented Marketing to deliver change management projects, identifying processes and developing ideal customer journeys with related comms at relevant touch-points. Examples include upgrading customer log in devices for accessing online banking and migrating customers from one online banking platform to another
•	Developed tracking systems to monitor and report on the UK Marketing budget, liaising with Finance to ensure the UK team works to budget and ensuring activity is accounted for correctly
•	Active committee member for London Marketing Community and Working Parents Network

Marketing Manager

Defaqto

Managing a small team, I was responsible for developing and executing marketing plans across consumers, intermediaries and financial product providers.

•	Developed the complete customer journey for Defaqto’s various products and services, from acquisition through welcome, training, product updates, and renewal
•	Worked with external agencies to produce and deliver consumer advertising 
•	Created and delivered an annual events calendar of conferences, webinars, training sessions and corporate hospitality as well as managing Defaqto’s presence at trade and intermediary network events
•	Managed the creation of all Defaqto’s marketing collateral, both printed and online
•	Managed the ongoing development of the Defaqto website, tracking online activity to achieve internal targets and to provide customer insight
•	Built relationships with key external product providers, intermediaries and clients, with a view to developing strategic partnerships for product promotion and development
•	Worked with key internal stakeholders, including commercial, insight and product development teams, to build awareness of and engagement with marketing activities 
•	Agencies managed: Creative, Digital, Print, Fulfilment, Media, Events.

Senior Marketing Manager

PruHealth

Working as part of the Customer Marketing Team, I was responsible for all communications across multiple channels; members, employers, sales, account managers, off and online.

•	Developed and executed strategies to improve levels of engagement in the Vitality loyalty programme to increase retention
•	Worked with the insight team to identify key drivers of activity, resulting in highly effective targeted messaging to relevant audience segments 
•	Analysed campaign data to provide customer insight and additional segmentation, initiate cost savings and improve member experiences
•	Produced a wide range of marketing materials, including: welcome and retention packs, fact sheets, sales materials, bespoke client literature, direct mail, emails, monthly newsletters, e-marketing materials (flash video, intranet and web)
•	Met regularly with corporate clients to better understand their requirements and to improve PruHealth’s communications to both them and their employees
•	Agencies managed: Creative, Print, Fulfilment, Media

American Express

Working with the Brand & Customer Experience team in the EMEA Corporate Card Marketing department, this was a temporary contract (originally for 3 months, but extended to 6) to deliver the communications plan for the launch of online corporate card statements.

Marketing Executive

JazzyMedia

Sales & Marketing Executive

Xpedite

Account Manager

Experienced senior management consultant with significant experience across Financial Services; Banking, Insurance and Wealth Management as well as within Government.

I particularly specialise in shaping and delivering digital transformation programmes, focusing on the customer lens and using data & analytics to support evidence-based decision making.

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