Elizabeth Hewlett
Swindon
Summary
Accomplished professional with expertise in regulated operational management, quality assurance, and business transformation across pensions, life, investments, and lending products. Demonstrates proficiency in designing and implementing operational frameworks to drive continuous improvement and ensure compliance. Skilled in internal and external stakeholder management and customer outcome oversight, with a proven track record in business process outsourcing to optimise efficiency. Puts the customer at the heart of the department, adopting a data led approach to elevate customer experiences to improve customer satisfaction.
Overview
28
28
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Head of Customer Experience
Target Group Ltd
Newport, Wales
11.2022 - 04.2025
- Company Overview: Target Group are a Financial Servicing Outsourcer, providing systems and service capability for 13 clients across Lending, Mortgage and Investment Clients
- Responsible for the Customer Experience Department made up of 1st Line Oversight, Customer Outcome Oversight, including oversight of Vulnerable Customers Outcomes, Academy, Financial Crime and Operational Frameworks
- Responsible for implementing and delivering against an outcome focused Quality Framework that is risk-based and regularly reviewed to continue to drive improvements
- Created and embedded a Consumer Duty dashboard focused on delivering good customer outcomes
- Operational lead for Borrowers in Financial Difficulty regulation implementation across a multi-client operation
- Developed data led insights into Customer Outcome trends, supporting an improvement from Red to Green within a 6-month period
- Built and nurtured client relationships to work with them on their CX programmes, CSAT surveys and providing insight to improve their customer experience
- Coordinated cross-departmental efforts to ensure all staff understood their role in delivering superb client care, taking a customer centric approach.
- Fostered a culture of continuous improvement within the team, not only driving good outcomes but leading to increased efficiency and effectiveness.
Operations Control & Frameworks Manager
Target Group
10.2020 - 11.2022
- Embedding of Operational Frameworks including oversight of Framework Adherence
- Designed Team Leader and Customer Service Management Competence Frameworks and worked with Learning & Development to implement onboarding journeys
- Supported new client bids
Operations Management Specialist
Hewlett Consulting Ltd
01.2020 - 10.2020
- Implemented consistent Operational Frameworks, including Competence, Process & Procedure, Quality and Complaints Frameworks, into a multi-client/multi-portfolio operation
- These supported improvements of 1st line quality leading to a 30% reduction on Complaint and Breach volumes
Customer Service Manager
Capita
01.2004 - 01.2019
- Company Overview: Zurich Contract
- Leading numerous departments of up to 150 people administering Pension, Life and Investment products, Complaints teams, quality oversight and controls teams
- Delivered industry leading staff satisfaction scores through staff engagement
- Managed complex issues such as historical regulatory breaches
- Manged Service Levels, budgets and contributed to CSAT and NPS scores
- Responsible for the operational implementation of Pensions Freedom for the entire Zurich account across two sites
- I worked with the client to ensure the customer experience was improved whilst compliance was achieved
- Led multiple operational transformation projects throughout my career including, EG Upgrade, Active Operational Management for planning and forecasting and tele claims for pensions
Team Leader
Zurich
01.2000 - 01.2004
- Management of various administration teams across the business
- Motivating and developing staff
- Service delivery including Quality, Complaints, Risk, Breaches, and speed
Administrator
Allied Dunbar
01.1997 - 01.2000
- Pension claims administrator
Education
City in Guilds - Car Mechanics and Paint Spraying
Swindon College
Swindon 01.1992 - 01.1993
7 GCSE's - undefined
Churchfield Secondary School
01.1987 - 01.1992
Skills
- Operational Management in a Regulated Environment
- Quality Assurance
- Customer Outcome Oversight
- Management of Complaint Handling and Oversight
- Operational Framework Design
- Continuous Improvement
- Business Transformation
- Stakeholder Management
- Business Process Outsourcing
- Problem Solving
- Customer Centric Approach
- Risk Management
- Pensions, Life, Investments & Lending Products
Custom
References are available upon request.
Accomplishments
‘Best Practice Manager' EG Operational Excellence 2006
‘Best Practice Manager' EG Operational Excellence 2007
‘Best Practice Manager' EG Operational Excellence 2008
UK Financial Services Award Winner 2016
UK Business Awards Finalist 2017
Institute of Customer Service Awards Finalist 2017
Investors in People Gold Award 2013-2019
Certification
- Financial Planning Certificate 1
- FA1
- FA2
- International Certificate in Enterprise Risk Management
Timeline
Head of Customer Experience
Target Group Ltd
11.2022 - 04.2025
Operations Control & Frameworks Manager
Target Group
10.2020 - 11.2022
Operations Management Specialist
Hewlett Consulting Ltd
01.2020 - 10.2020
Customer Service Manager
Capita
01.2004 - 01.2019
Team Leader
Zurich
01.2000 - 01.2004
Administrator
Allied Dunbar
01.1997 - 01.2000
City in Guilds - Car Mechanics and Paint Spraying
Swindon College
01.1992 - 01.1993
7 GCSE's - undefined
Churchfield Secondary School
01.1987 - 01.1992
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