Katie Downs
Omni Lead @NatWest Group
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WORK HISTORY
Omni Lead @NatWest Group
GB
Joined NatWest mid-pandemic to lead the Omni team, pulling together all non-voice channels including Social Media, Chat, Secure Messaging, WhatsApp and Video teams based in UK and India. Focused on driving forward customer experience and colleague engagement within their channels. Supported introduction of 24/7 Video coverage which was featured on our national TV advertising campaign; and reduced the number of platforms and channels that our colleagues are using by creating an Omni platform.The Omni team was recognised with two industry awards at the end of my first year at NatWest, winning Digital Team of the Year at the CCMAs and Customer Service Team of the Year at the Engage Business Media Awards night.
EDUCATION
Anglia Ruskin University
Master of Arts (MA), Business Management and Leadership
Newcastle University
BA Honours in Combined Studies, Geography and History
SKILLS
ABOUT KATIE DOWNS
Customer Experience Lead at NatWest Group
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