Tim Coussens
Customer Journey Management, Commercial Banking @Lloyds Banking Group
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WORK HISTORY
Customer Journey Management, Commercial Banking @Lloyds Banking Group
Troubleshoot problems and deliver a complex portfolio of work through in deep customer led insight to identify opportunities for commercial growth through digital servicing
EDUCATION
University of Leicester
BSC, Geology
University of Bristol
MSC, Palaiobiology
SKILLS
ABOUT TIM COUSSENS
I am a dynamic, proactive and customer focussed strategic thinker, with a genuine passion for helping customers and ambitious businesses prosper. I am truly customer focussed with extensive experience in delivering innovation, process improvements and customer research & insight all geared to deliver experience excellence. I am a strong communicator with an open, collaborative & connected style. I place importance on building a clear understanding of what motivates the people I work with and making the most of the relationships I have.Personal Specialties: Customer Experience; Improving processes; Innovation and Proposition and Product development; Customer Research and Insight; Strategic thinking and planning; qualified Lean and Sigma specialist; Customer communications and marketing; Project management; Regulation and conduct risk.Key skills and experience: Customer focus, Customer Journey Mapping, Value propositions development, Customer Strategy, Strategic Planning, Financial Services, Retail Banking, Commercial Banking, Customer Experience Mapping, End to End Customer Journey development, Process Mapping, Customer Insight, Customer Research Operational delivery, Management, Business Analysis, Data Analysis, Internal Communications, Regulatory Policy, Regulatory Risk, Governance, Customer Marketing, Online & E-communication, Training Development, Training Delivery, Coaching, Process Improvement, PMO (Project Management Office), Stakeholder Engagement, Stakeholder Management, Strategic Communications, Operations Management, Treating Customers Fairly (TCF), People Management
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