Birmingham, England, United Kingdom
Hiya, I’m Zeba. A curious, collaborative, and quietly determined Customer Journey and Continuous Improvement leader with 24+ years of experience making life easier for customers and colleagues in large, complex organisations. What drives me? Solving real problems that matter. I love digging into data, listening to what customers and colleagues are really saying, and working with others to design smarter, simpler experiences. Whether I’m leading cross-functional workshops, mapping end-to-end journeys, or coaching teams through change, I bring clarity, empathy, and a thoughtful approach to every challenge. Highlights from recent work include: • Driving £32.8k cost savings by streamlining processes through colleague insights and Generative AI experimentation • Delivering 8 strategic and 8 tactical solutions to improve uptake of an underutilised product, including the reduction of onboarding call times by over five minutes • Uplifting journey maturity scores and embedding Consumer Duty controls to mitigate conduct risk in critical journeys • Disproving assumptions around vulnerable customer cash usage, leading to inclusive product design recommendations now in development Outside of work, I’m a solo travel convert, my first trip to Paris was a total game changer. Since then, I’ve explored Salzburg, Munich, Barcelona, Seville, Ronda, with many more on the list. I’m a passionate foodie, pasta, pizza, chocolate, cake... basically all the things you shouldn’t eat but I absolutely will. I’m also tech curious, especially when it comes to using Generative AI to make work smoother and smarter. People say I’m thoughtful, calm under pressure, and bring a genuine sense of care into teams. Whether I’m collaborating or flying solo, I take pride in delivering meaningful outcomes, with a few laughs along the way. Let’s connect if you’re passionate about great customer experiences, continuous improvement, or just want to share your best cake recipe. 😊