London, England, United Kingdom
Seasoned Digital Transformation Leader with a proven background in creating world leading customer experiences
Responsible for strategy and delivery for how the Bank uses technology and AI to create world class experiences for our prospects, customers, clients and business leaders. Leading the development and adoption of Agentic AI, identifying where tooling can replace manual effort, improve decisions, and scale content without scaling costs. The join between technical delivery, creative thinking, and business need, owning the roadmap that takes marketing, engagement and servicing communication from where it is today to where it needs to be. Marketing CIO Leadership
Built and embedded products and new ways of working across 1000+ content creators, uplifting quality and traceability across the Enterprise ensuring our 20m+ customers receive on Brand, higher quality and engaging communications. Senior Product Manager for Adobe Workfront alongside a mixture of bought and built GenAI content creation, moderation, testing and approval tooling. Regulatory programme deliverables for FCA Consumer Duty, Customer Understanding. Member of Marketing LT
Senior Product Manager accountable for the strategy and execution to reimagine how we communicate with customers across the bank in a purpose led way Built out a Customer Messaging platform on AWS to serve the Banks 20m customers with real time messages leveraging streaming technologies. Integrated into Push Notifications, SMS, Email and Digital Mailbox channels for all business areas (Retail, CIB, Wealth, Fraud and Operations). Designed around the customer allowing real time change in message delivery based on customer behaviour. Member of the Digital Leadership team
Delivering a customer centric, always on marketing strategy and evolving the marketing technology stack
Built out a team to deliver analytics across the Private Bank covering Product (Banking, Lending, Wealth & Investment Management), Client and Strategy Analytics
Demonstrably improving the customer journey across channels through the use of attribution techniques to identify actionable insights and see them through to implementation.
Leading the Optimisation, Personalisation and Targeting team operating across the bank.
Analysing online and offline data to drive the digital business forward.