CX & OpEx consultant, Formerly at Metro Bank
With over 10 years experience within Financial Services, both established high street names and challenger banks, Annie is well-versed in understanding the pain points that occur for both customers and employees in the industry. Through resolving or limiting these she has supported improved employer and customer satisfaction in addition to driving improved cost and revenue outcomes. She has recently worked on a programme to create customer journey maps and drive customer-facing improvements that will ensure the organisation is aligned to the Consumer Duty regulations. Her experience outside Financial Services and cross industries such as IT, telecommunications, ecommerce, and local and central government provide significant experience of alternate industries learnings ensure that she is able to support organisations achieve highly customer-focussed service design and delivery.
27-Sep-2023Post-Purchase Customer Experience Theatre: Delivery & FulfilmentHypercare - the first 30 days