Alec Bernhard
Strategy Lead @NatWest Group
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WORK HISTORY
Strategy Lead @NatWest Group
London, GB
Led the end-to-end design and delivery of two digital onboarding experiences for NatWest’s workplace pension product, from pilot to full-scale launch across 300 clients, supporting £20M in annual contributions and £6.9M in transfers• Crafted custom dashboards to collect client segmentation data and monitor onboarding KPIs to inform data-driven experience optimisation. Proactively experimented with A/B testing to exceed engagement targets, achieving 44% OR and 51% CTR• Designed an “Employer Hub” self-service knowledge platform, using Hotjar heatmaps and session recordings to conduct customer research, identify friction points, and prioritise experience improvements, driving a 400% growth in client registrations• Built a JavaScript-based low-code/self-service automation enabling customers to update contact details independently, reducing manual processing by 90% while improving data quality and operational efficiency.• Applied AI-powered CRM tools to improve segmentation data for 35% of contact records, enabling experience personalisation• Recognition received: Q4 2024 Star Performer, 2 x NatWest values awards
EDUCATION
Smith School of Business at Queen's University
Certificate In Business
Queen's University
Bachelor of Applied Science (B.A.Sc.), Chemical Engineering
Royal St. George's College
High School Diploma
ABOUT ALEC BERNHARD
Customer-obsessed leader with over five years of experience in agile end-to-end delivery of digital transformation. Outside the office, you can find me playing tennis, skiing or doodling in my sketchbook. 1•••••@gmail.com
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