Paul Williams
Customer Exerience Manager Uk Banking @Santander
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WORK HISTORY
Customer Exerience Manager Uk Banking @Santander
Leeds, GB
Responsible for delivering a ‘best in class’ Customer Experience to support all Santander UKs Retail Products and Channels. Focus on corporate goal of improving FRS score to put Santander in the top 3 UK Banks.Identification, prioritisation and championing of big scale changes to drive forward the customer agenda as well as retaining a focus on continuous, incremental change. E.g. Supporting a global best practice new account opening process (big scale change), and implementing and embedding a new external payment decision tool into branches removing 50% of branch calls into fraud contact centres (continuous, incremental change).Supported a review of the business’s customer credentials strategy with the objective of moving to a simpler, unified strategy. Worked with a number of external consultancies to identify the need for and secure funding for specialist customer journey mapping support for this piece of work. Supported the scoping of an enterprise wide CRM platform to support the new account opening process in branch, delivering a single customer view for new prospects and existing customers with significantly improved sales & service prompts visible to all branch staff.
EDUCATION
The University of Huddersfield
BSc (Hons)
SKILLS
ABOUT PAUL WILLIAMS
An enthusiastic and dedicated Business Manager with 18+ years experience in client & relationship management, customer experience & strategy development within the financial sector. Extensive experience of working directly with customers, understanding the requirements of internal/external clients & stakeholders. Excellent interpersonal skills & can communicate effectively at all levels. Acheivements Qualified in: BSc (Hons.) in Business & Logistics Management, HND - Business & Finance, & IDM Certificate in Call Centre Management. Participation in the Santander ‘Circuits’ 6 month Management Development programme for high performing individuals. Successfully implemented a business wide Call Quality Strategy across an on/off shore agent operation. Highly effective management of a number of key retail finance portfolios including Asda, House of Fraser, B&Q & Harvey Nichols delivering a best in class service proposition & launching a number of market leading retail finance products. Retained and strengthened these relationships through economic challenges, business ownership changes and IT migrations. Consistently rated as outstanding performer during this period Developed a customer experience strategy for Santander’s Credit Card Portfolio (4.5m+ cards), reducing complaints by 12%(complaints v active accounts) in the first year and significantly increasing customer satisfaction through a period of unprecedented growth. Reduced time to receipt of new Santander credit cards by an average of 5 days across all application channels with particular wins in the telephone application channel reducing time to card by 65%. Key player in the establishment of a central bank customer experience team, applying previous learning and stakeholder management skills to build a strong structure, providing insight, strategic guidance and internal consultancy to both initiate change and encourage self-start activity within the channels.
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