Greater Leeds Area
Experienced Chair and Non Executive Director across healthcare, NHS, financial services, charitable sector and education sectors. Motivated and passionate senior leader with experience in consulting and working in a large complex organisation (financial services) with a track record of achievements in customer strategy, front line channels, customer service, customer experience, customer propositions and customer engagement.
Chair of Sheffield Teaching Hospitals NHS Foundation Trust, 19k staff across five hospitals and community services covering Sheffield, South Yorkshire and a wide regional catchment area for specialist services
Non Executive Director on the Board of Westfield Health which provides health cash plans, private health insurance, and wellbeing services to support individuals and businesses in leading healthier lives
Chair of Trust Board and Council of Governors for Chesterfield Royal Hospital NHS Foundation Trust - including Royal Primary Care (9 GP practices) and Derbyshire Support and Facilities Services (wholly owned subsidiary) - 5,600 staff and £400m turnover, and key part of the Joined Up Care Derbyshire integrated care system
Leads the strategic insights function for Consumer Relationships at Lloyds Banking Group Built the new capability of large data analytics (data layer) and speech analytics to enable insight on who what where when and important why customers call, message or interact with the retail bank
Designed, delivered and manages a treatment strategy for the mass affluent (£100k+) customers in the retail bank across three brands (Lloyds, Halifax, Bank of Scotland) - offering enhanced service levels and a relationship manager for customers. Operating at scale, with c 2m enhanced customer interactions across the bank per annum with our best customers through this programme, resulting in higher NPS, balance retention, greater needs met per customer and introductions to complex needs specialists in mortgages, wealth, business banking.
Developing the multichannel strategy for the retail bank for the retail and group boards covering Lloyds TSB, Halifax and Bank of Scotland. Developing digital propositions for the Halifax brand within the context of a Halifax multichannel strategy. Driving cost reduction initiatives across all brands through self service migration.
Chair of Board of Trustees for Relate Bradford & Leeds