Denise Suller

Customer Experience, Digital & D2C Transport (CX&D) is part of Consumer Lending. They focus on enhancing the digital and direct-to-consumer experience for transport-related financial products, managing digital channels, addressing strategic priorities, handling risks and issues, and escalating matters needing higher-level attention. Within this role I;

• Produce automated data and robust reporting for sustainability, including GEC board metrics and external/internal reporting.
• Support finance in completing sustainability forecasts.
• Seek new data sources to improve reporting accuracy.
• Enhance the suite of reports on customer, business, financial, and operational performance.
• Manage a team of data analysts providing diverse data and reporting for the Transport business.
• Manage workload and prioritize tasks for yourself and the team.
• Liaise with senior stakeholders across Transport, Risk, Sustainability, and Finance.
• Maintain knowledge of Motor products, services, and market operations.

Customer Assurance& Analytics (CA&A) is an integral part of the Consumer Relationships. The function supports the Division in the delivery of outstanding customer outcomes through products and services that deliver sustainable growth. Within this role I;

• Provide visible leadership to a team of 10people, planning and coordinating activity to ensure the delivery of performance and business plans.
• Analyse resource and set and agree monthly plans.
• Lead and maximise the development, performance, and engagement of colleagues and ensure the quality and consistency of testing.
• Encourage the sharing of learning and best practice across testing colleagues.
• Oversight on delivering fair outcomes for customers, which includes the performance of customer outcome testing in accordance with the CA&A Interactions Based Methodology.
• Workflow alignment identifying inefficiencies incurrent processes. Actively looking at improvements, staff morale, freeing up resource, cost saving.
• Deliver the core testing plan and manage key stakeholders across the business in delivering outcome testing results.
• Ensure all business is conducted in line with risk conduct appetite.
• Monthly reporting and feedback of results to the wider business and Risk Forums.
• Setting remedial action where failures are identified enabling great outcomes for our customers, aligned to Group Customer Policy.

CA&A team will support Consumer Relationships in having a robust control framework in place and to be able to demonstrate to our customers, colleagues, and regulators that we are truly placing Customers at the heart of our business. Within this role I;

• Take ownership of team target and complete additional testing where required due to staff absence.
• Cross skill across wider CA&A for both myself and to enable delivery to new members.
• Training & Competency checking for all of the Customer Contact Programme team.
• Liaise with Product teams, Compliance and First and Second line risk partners.
• Involvement with Design of new Test Points and approach to testing.
• Update the outcome test points, when new regulatory requirements are announced and support the business with required changes.