Mel Monnington

WORK HISTORY

EDUCATION

SKILLS

ABOUT MEL MONNINGTON

Experience leading Scrum teams across Retail and Business digital channels, ensuring alignment between delivery and business objectives.• Ownership of the end-to-end strategy, roadmap, and performance of the Business Banking Mobile App, connecting commercial priorities with real customer needs.• Focused on solving the right problems and delivering changes that create meaningful impact.• Broke down complex initiatives into structured phases to deliver value early, reduce risk, and enable rapid learning and adaptation.• Used data, customer insight, and performance metrics to guide prioritisation and inform decision-making.• Confidently made decisions on scope, design, and release readiness to ensure successful outcomes.Key AchievementsTransformed Business Banking Mobile App Ratings - Improved app ratings from 1.5 to 4.7 within 12 months and delivered the first positive NPS score. Reset product priorities using customer feedback and usage insight, shifting the team to a value-led approach. Delivered more high-impact customer features than ever before, significantly improving engagement and satisfaction.Native Rebuild of Retail Mobile App - Lead Product Owner for the full native rebuild and redesign of the Retail Mobile App. Despite tight timelines and limited scope for new features, used customer insight and behavioural data to identify targeted improvements. Introduced“pseudo journeys” to surface web content seamlessly in-app, increasing digital sales and reducing contact centre demand.Customer Identity Management Project - Lead product owner across Digital Mobile and Online Banking channels for all customer journeys, migration to new security tokens and comms strategy. Influenced senior stakeholders to balance risk and customer experience throughout delivery.