Samuel Critchell
Sunderland,UK
Summary
Delivery-focused solutions development and service delivery manager with proven experience progressing a new, multi-bank customer-facing service through pilot and early scale. Currently leading the development of the Customer Liaison Officer (CLO) service within Cash Access UK, combining data-led insight, stakeholder engagement, and operational delivery to shape a scalable, evidence-based service model. Known for taking ownership of complex initiatives and translating strategic intent into practical, workable services that improve customer outcomes.
Overview
10
10
years of professional experience
Work history
Solutions Development & Delivery Manager (Secondment)
Cash Access UK
06.2025 - 01.2026
- Lead end-to-end development and early scaling of the Customer Liaison Officer (CLO) service.
- Own workforce planning, recruitment, onboarding, and deployment across banking hubs.
- Develop and maintain operational guidance and service standards.
- Maintain CLO performance and insight dashboards to evidence service impact.
- Work with member banks to deliver service improvements including ID&V; enhancements.
- Lead development of CLO uniform concepts balancing brand and practicality.
Innovation Specialist & Delivery Analyst
Cash Access UK
12.2024 - 06.2025
- Supported delivery of the Innovations portfolio with focus on the CLO pilot.
- Built dashboards capturing key service metrics and trends.
- Analysed hub performance and demographics to inform CLO deployment.
- Acted as liaison with member banks through bilateral meetings.
Project Co-ordinator
Northern Powergrid
02.2020 - 12.2024
- Interpreted regulatory change and translated requirements into internal communications.
- Produced performance assurance and compliance reporting.
- Represented the organisation at industry meetings.
- Designed systems to mitigate emerging risks.
Contract Manager
0800 Repair
09.2017 - 10.2019
- Improved internal systems to streamline operations.
- Managed contracts and performance reporting for major partners.
- Led and supported a team of administrators.
- Identified and mitigated recurring compliance issues.
Product Advisor
BSH Home Appliances
11.2015 - 03.2017
- Contributed to process improvements through workflow analysis.
- Delivered tailored product advice across premium appliance brands.
- Produced performance reporting and resolved customer enquiries.
Education
GCSEs - Science (Double Award)
Huxlow Science College
IrthlingboroughSkills
- Service development
- Solutions delivery
- Data analysis & dashboards
- Stakeholder engagement
- Workforce planning & onboarding
- Process improvement
- Governance & assurance
- Microsoft Office (advanced Excel)
Timeline
Solutions Development & Delivery Manager (Secondment)
Cash Access UK
06.2025 - 01.2026
Innovation Specialist & Delivery Analyst
Cash Access UK
12.2024 - 06.2025
Project Co-ordinator
Northern Powergrid
02.2020 - 12.2024
Contract Manager
0800 Repair
09.2017 - 10.2019
Product Advisor
BSH Home Appliances
11.2015 - 03.2017
GCSEs - Science (Double Award)
Huxlow Science College