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Customer experience and service design professional
Lisa Carlyle
,
Glasgow, United Kingdom
Experience
Other titles
Skills
I'm offering
As a Customer Experience and Service Delivery professional I am offering to support businesses through periods of change and transformation as evidenced through positive delivery outcomes, incident management, service delivery and improvement plans and customer journey improvements.
I particularly enjoy reviewing client communications and improving tone of voice, consistency and call to action.
I particularly enjoy reviewing client communications and improving tone of voice, consistency and call to action.
Markets
United Kingdom
Links for more
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Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - 2019
job
Vice President Premier Service Delivery Manager
Barclays Plc.
• Delivered product and service journeys to improve commerciality and drive out wasted colleague effort in order to create simple and concise self-serve journeys for customers
• Identified sub-optimal customer journeys, implementation of short term tactical solutions to improve customer experience
• Identified improvement opportunities within customer journeys to enhance remote capability and increase digital share of voice / straight through processing, to remove reasons for a customer to drop out of their initial channel of choice.
• Communicated service initiatives across Stakeholders, capturing colleague feedback and using this to inform future priorities and direction
• development of the Premier Service Strategy through collaboration with Product Owners and Service Providers
• design and delivery of journeys that drive strong engagement and deepen relationships with customers.
• Drove insights and analysis needed to assess, monitor and create an excellent service experience across all journeys to ensure the business priorities are moving forward and well controlled
Key Achievements
• Overhauled communications content for strategic digital investment platform resulting in a consistent and future proofed tone of voice, reduced complaints, improved end to end cycle times, and in excess of £1.5m in cost reduction.
• Managed the delivery of an intuitive dynamic digital onboarding experience for International customers resulting in less application drop out, improved end to end cycle, improved customer satisfaction and business growth
• Mapped Customer journeys and business processes to identify reasons for client drop out, complaints, risks and issues, Developed improvement plan and worked with key stakeholders to deliver process and product improvements for Investment Account Transfers, Closures and Probate cases.
• Delivered a digital client verification process to facilitate identification of international account applicants without requirement to have sight of original documentation. Resulted in an improved onboarding experience and risk reduction regarding impersonation fraud.
• Overhauled incoming postal journey routes for digital investment platform resulting in a consistent mail handling through one central location, reduced complaints, improved end to end cycle times, and in excess of £80k in cost reduction.
• Internal and external Stakeholder management, including negotiation for agile change with third party service providers
• Identified sub-optimal customer journeys, implementation of short term tactical solutions to improve customer experience
• Identified improvement opportunities within customer journeys to enhance remote capability and increase digital share of voice / straight through processing, to remove reasons for a customer to drop out of their initial channel of choice.
• Communicated service initiatives across Stakeholders, capturing colleague feedback and using this to inform future priorities and direction
• development of the Premier Service Strategy through collaboration with Product Owners and Service Providers
• design and delivery of journeys that drive strong engagement and deepen relationships with customers.
• Drove insights and analysis needed to assess, monitor and create an excellent service experience across all journeys to ensure the business priorities are moving forward and well controlled
Key Achievements
• Overhauled communications content for strategic digital investment platform resulting in a consistent and future proofed tone of voice, reduced complaints, improved end to end cycle times, and in excess of £1.5m in cost reduction.
• Managed the delivery of an intuitive dynamic digital onboarding experience for International customers resulting in less application drop out, improved end to end cycle, improved customer satisfaction and business growth
• Mapped Customer journeys and business processes to identify reasons for client drop out, complaints, risks and issues, Developed improvement plan and worked with key stakeholders to deliver process and product improvements for Investment Account Transfers, Closures and Probate cases.
• Delivered a digital client verification process to facilitate identification of international account applicants without requirement to have sight of original documentation. Resulted in an improved onboarding experience and risk reduction regarding impersonation fraud.
• Overhauled incoming postal journey routes for digital investment platform resulting in a consistent mail handling through one central location, reduced complaints, improved end to end cycle times, and in excess of £80k in cost reduction.
• Internal and external Stakeholder management, including negotiation for agile change with third party service providers
Implementation, President, Service Delivery, Manager, Processes, Processing, Direction, International, Service Delivery Manager, Development, Design, Growth, Service, Less, Content, Onboarding, Management, Stakeholder Management, Agile, Customer experience
2006 - 2008
job
Senior Customer Sales & Service Representative and Coach
HSBC plc.
Inbound Sales and Service Representative; Retail Banking Products Sales; Call Quality Monitoring; Coaching and Mentoring
Coaching, Retail, Mentoring, Sales, Service, Banking, Monitoring, Coach
1996 - 2006
job
Research Associate
Draffan Associates, Planning and Development Consultants.
Office Management; Planning Application Preparation and Submission; VAT Returns and Bank Reconciliation; Client Management
Research, Management, Office
1986 - 1996
job
Bank Officer, Senior Bank Officer, Customer Adviser
RBS plc.
My education
Earnock High School
N/a, N/a
N/a, N/a
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