“I started at Lloyds Banking Group with an internship. It really opened my eyes to the breadth of opportunities at the Group to help others, so I made the leap from a history degree to a career in banking – and I’ve never looked back.
My career has been driven by a desire to help customers, especially those who are most vulnerable. I work with colleagues across the business to create more supportive customer journeys that will help Britain prosper.
My passion has always been for customers. Being in the Group Transformation division has given me more opportunities to reach more customers through our digital platforms.
Work that wins hearts and awards
“My desire to help others led to a unique collaboration with Macmillan. Together, we created a better customer experience for those diagnosed with cancer, so vulnerable customers could focus on their recovery and recuperation.
The initiative included a specialist team trained by Macmillan to fully understand cancer patients’ needs, and staff helped customers with mortgage payments, fees and charges and more. As a result, we supported over 1,500 vulnerable customers in their time of need.
The impact of this support has helped to fundamentally change how people think about their bank. We’ve seen people choosing to switch to us because they’ve recognised what we’ve done for their family members or friends in their time of need.
The initiative has gained the attention and approval of the sector, too. In addition to winning various awards, our team has also been involved in Macmillan’s key events and discussions.
I was also inspired by the idea of a speedy problem-solving process, so I launched a hackathon methodology designed to tackle a range of business problems. I also developed the prototyping capability to model and test hypothetical solutions with customers and colleagues, which led to faster turnarounds. As a result, projects that took months can now be done in just two days, which has made an immense difference to our customers and has also encouraged other teams to run their own hackathons.”
Pioneering a new way of working
“Getting the processes right is just the first step. To really drive change, there needs to be a culture and behavioural shift. That’s why I’m so passionate about getting colleagues on board with the division’s drive to lead the Group’s digital transformation.
Our colleagues are a key part in providing our customers with access to our digital channels, so it’s important that we share the same vision. We’ve removed most of the red tape and hierarchies to foster a more collaborative and agile way of working, and that’s helped us get more stuff done.”
Whether it’s using technology to help vulnerable customers or improve problem-solving processes, it feels good to know that I’m playing an essential role in helping the bank become a customer-led organisation. If this sounds like something you’d like to do, join us and we’ll support you to make a difference as part of the UK’s largest digital bank.”