Lauren Renzi
Retford
Summary
A Journey Developer helping deliver the bank's ambitions to build and run the digital bank of the future. Identifying opportunities to digitise, improve and manage the customer journey end-to-end to deliver increased value and an effortless customer experience for Overdraft (OD) customers. Placing the customer at the heart of everything I do, while retaining a commercial drive.
Overview
9
9
years of professional experience
2
2
Certificate
2
2
years of post-secondary education
Work history
Journey Developer
Retail - NatWest Group
Remote
2022.02 - Current
- Utilising Adobe Analytics & Creative software, data analysis and agile methodologies to deliver customer-centric solutions, multimedia content for marketing materials and boosting audience interest.
- Supported the delivery of the OD Limit Reduction programme - reducing balances by £547m for 657k accounts. This concludes a critical Consumer Duty repair item and ensures customers have appropriate OD limits.
- Successfully launched the 'OD Cost Calculator' in the mobile app, reducing app screens from 10 to 3 and pre-questions from 5 to 1. Reached 2.2m clicks in 5 months.
- 'Digital First' OD experience - Following customer insight from the new calculator, launched the 'Overdraft Hub' that shows the calculator and a new 'my interest charges' page in one place. Shows real accruing interest costs based on their real OD usage, tailored to arranged and unarranged OD journeys.
- Successfully identified potential business opportunities, researching and analysing market and trends data, customer insight research and net promoter scores.
- Collaborating with senior stakeholders, business areas, external partners to ensure alignment, compliance, and quality.
Real Estate Developer & Manager
Own Residential Properties
Sheffield
2017.01 - Current
- Proven track record of successfully purchasing, letting out and selling multiple of residential properties.
- Designed and developed residential projects, overseeing all stages from conception to completion, resulting in 20% - 50% increase in property value upon sale.
- Collaborated with traders, engineers and contractors to ensure compliance with building codes and regulations, resulting in timely completion of projects while maintaining quality standards.
Sales consultant
The Body Shop
Remote
2019.12 - 2022.01
- Created a solid client base of 50 regular customers and assisted them through entire sales process highlighting and providing offers, bundles and incentives to ensure satisfaction.
- Implemented promotional strategies for improved product visibility in the market and on social media.
- Conducted market research for better understanding of industry trends.
- Utilised advanced software tools to create attention-grabbing graphics for social media posts leading to higher user engagement rates. Generated compelling content for marketing materials, boosting audience interest.
- This role highlighted importance for making positive impact on the world, and supporting The Body Shop's values of sustainability, diversity, and empowerment
- Negotiated and closed sales to secure profitable deals and contracts.
Performance & Business Management Analyst
Lombard, Trade & RBS Invoice Finance Operations
Hybrid -Rotherham
2017.05 - 2022.02
- Successfully delivered 25% increase in productivity and 16 FTE saving by liaising with ActiveOps Workware to implemented cloud-based software to increase usage of digital operational planning and management. Implementation was completed in less than 12 weeks.
- Completed two building exit projects, relocating all operations to more cost-effective office, reducing costs from £21 per sqft down to £13 per sqft. No interruptions to customer service and ensured there was adequate mitigation and controls in place
- Experience in implementing robotic process automation (RPA), including initial business case cost-benefit analysis & UAT.
- Effective risk management methodologies used to close down multiple high-profile internal risks
- Provided line management to 12 analysts
- Assisted with continuous improvement initiatives, applying data findings to address underperforming areas.
Operations Business Analyst
Simplification & Digitisation, NatWest Group
Rotherham
2015.05 - 2017.05
- Responsible for key operational developments and enhancements including resource planning, assurance testing, recruitment, insights and analytics
- Supported delivery of detailed recruitment plan to recruit over 120 FTE in multitude of roles to meet key regulatory deadlines and milestones
- Created local databases using Visual Basic coding to capture customer feedback on calls, enabling detailed analysis to monitor trends and future forecasting to improve and enhance customer journeys.
- Designed and delivered e-signing process which reduced waste across 3 business areas, saving 11 FTE and reduction of costs by £89,000 per annum.
- Analysed business processes, systems and data to identify opportunities for enhancement and efficiency.
Education
Diploma of Higher Education - Art & Design Level 3
09.2012 - 06.2014
Extended Diploma in Arts and Design: Level 3 (Double Distinction, and Merit)
- Adobe Creative Cloud
- Branding / Typography
- App & Digital Design
- Printmaking & Textiles
- Magazine Design
- Fine Art & Illustration
Skills
- Project Delivery & Management
- Marketing & Social Media
- Digital Graphic & UX Design
- Strong analytical skills and attention to detail
- Stakeholder management & Collaboration
- Project & Programme finance, including budgeting
- Line management including feedback and coaching
Certification
- AOM Awareness Certificate – ActiveOps
- Entrepreneurial Development Academy - Institute of Enterprise and Entrepreneurs
Timeline
Journey Developer - Retail - NatWest Group
2022.02 - Current
Sales consultant - The Body Shop
2019.12 - 2022.01
Performance & Business Management Analyst - Lombard, Trade & RBS Invoice Finance Operations
2017.05 - 2022.02
Real Estate Developer & Manager - Own Residential Properties
2017.01 - Current
Operations Business Analyst - Simplification & Digitisation, NatWest Group
2015.05 - 2017.05
Rotherham College of Arts And Technology - Diploma of Higher Education, Art & Design Level 3
09.2012 - 06.2014
Affiliations
- Travel to different countries around the world, visiting different landmarks
- I love to read books or listen to podcasts when driving or walking
- To keep fit I regular exercise at the gym and my weekly pilates class
- I love to express myself and switch off by painting
References
References available upon request.