Carl Barnes
Head Client Journeys @HSBC
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WORK HISTORY
Head Client Journeys @HSBC
London, GB
Responsible for operational strategy, design, continuity and client experience during massive change projects across the IT and Proposition workspace. • Shaping future strategy and building consensus with the c-suite through empathetic understanding and influence shaping.• Implementation lead for PB – Making decisions that will affect the bank in a fast paced and massive projects.• Client Lifecycle and due diligence process redesign• Customer Expirience and Business Implementation lead on new internet banking platform.• Business Improvement – Master of all relationship management and banking processes. Leading a book of process improvement and system development to remove non value adding tasks.• Launching new processes to change the bank, tracking adoption and driving behaviour change.• Fundamental business change – Establishing parameters for flat organisation so that they can continue to evolve as they are absorbed into larger entities.
SKILLS
ABOUT CARL BARNES
A motivated, adaptable and personable individual seeking a position to utilise the skills developed through my diverse background.As a private banker I was client focused, self-motivated and organised. I have a clear, logical mind and a drive to see things through to completion. The role helped me develop first class interpersonal and communication skills and lead to me building good relationships with colleagues and clients alike. I conducted all levels of account management and operations management from marketing strategy to client presentations, budget responsibility and process improvement.As Lead Business Manager have been the front office business SME for all major change projects including a complete change of our investment and digital offerings. I run a transformational change book for my team in the front office.
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