Linda Moul
Summary
Business Analyst specialising in customer experience optimisation within banking and finance. Proven ability to convert customer insights into effective solutions, fostering collaboration across teams. Expertise in navigating regulatory requirements while implementing innovative strategies for enhanced customer journeys. Notable for establishing strong stakeholder relationships and driving continuous improvement initiatives from concept to execution.
Overview
13
13
years of professional experience
Work history
Business Analyst (Contract)
Nabeltech Consultancy
01.2022 - Current
- Designed and facilitated workshops with cross-functional teams to define customer needs and priorities.
- Developed compelling business cases that secured senior stakeholder approval by detailing customer benefits and ROI.
- Conducted thorough analysis of customer journeys, identifying gaps to drive innovative improvements.
- Established baseline metrics for tracking success of customer journeys, fostering continuous enhancement.
- Supported agile delivery via Jira/Confluence, ensuring clarity of requirements and progress transparency.
Key Accounts Executive
Churches Fire & Security Ltd.
04.2023 - Current
- Streamlined service order processes, ensuring timely resolution of client requests and enhancing customer satisfaction.
- Collaborated with credit control to reduce overdue debt, improving financial governance.
- Implemented ERP-driven efficiencies to optimise account management and elevate customer experience.
Customer Service Lead
Scarflings
04.2021 - 09.2021
- Supervised and motivated service team, achieving reduced response times and improved service quality.
- Acted as escalation point for complex issues, ensuring positive outcomes and fostering customer trust.
Account/Relationship Officer
Access Bank Plc.
04.2019 - 10.2020
- Established trusted relationships through customised financial solutions, enhancing customer retention.
- Conducted comprehensive needs analysis to facilitate successful cross-selling opportunities.
- Utilised Microsoft Dynamics 365 and NAV for effective management of customer interactions.
Account/Relationship Officer
Diamond Bank Plc.
02.2016 - 03.2019
- Achieved top-bank performance for three consecutive months through effective customer acquisition initiatives.
- Simplified digital journeys for customers by supporting adoption of e-banking and mobile solutions.
- Consistently exceeded targets while processing credit card and consumer loan applications, ensuring compliance.
Personal Banking Officer
Diamond Bank Plc.
12.2013 - 01.2016
- Swiftly resolved customer complaints, significantly reducing cancellations.
- Processed debit and credit card requests to enhance transaction efficiency.
- Provided exceptional client service to foster long-term loyalty.
Human Resources Officer
Nextzon Business Services Ltd.
01.2013 - 11.2013
- Coordinated training programmes and optimised staff processes, supporting workforce development.
Education
Master of Science - Digital Marketing and Analytics
University of Winchester
Bachelor of Science - Industrial Relations and Personnel Management
University of Lagos
Skills
- Customer Journey Mapping & Optimisation
- Agile Methodologies (Jira, Confluence)
- Stakeholder Relationship Management
- Business & Market Analysis (SWOT, PESTLE, Cost-Benefit)
- Workflow & Process Improvement
- Data-Driven Insights for CX Enhancement
- Banking & Consumer Finance Knowledge (Credit Cards, Loans)
- Regulatory Change & Governance Awareness
Timeline
Key Accounts Executive
Churches Fire & Security Ltd.
04.2023 - Current
Business Analyst (Contract)
Nabeltech Consultancy
01.2022 - Current
Customer Service Lead
Scarflings
04.2021 - 09.2021
Account/Relationship Officer
Access Bank Plc.
04.2019 - 10.2020
Account/Relationship Officer
Diamond Bank Plc.
02.2016 - 03.2019
Personal Banking Officer
Diamond Bank Plc.
12.2013 - 01.2016
Human Resources Officer
Nextzon Business Services Ltd.
01.2013 - 11.2013
Master of Science - Digital Marketing and Analytics
University of Winchester
Bachelor of Science - Industrial Relations and Personnel Management
University of Lagos
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