Louise Martin
Summary
I am an experienced Customer Consultant, with a strong track record of building effective stakeholder relationships, delivering positive customer outcomes, and driving continuous improvement. I have experience supporting Workplace Pensions and possess strong knowledge of trust-based and contract-based pension schemes, alongside legacy and personal pension products, enabling me to understand the needs of employers, trustees, and scheme members within a highly regulated environment. Through my work with colleagues, customers and business stakeholders, I have developed strong communication, relationship management and influencing skills, enabling me to engage confidently with stakeholders at all levels, shape discussions, resolve issues and gain support to deliver successful outcomes. I have experience working in partnership with senior leaders and subject matter experts to understand stakeholder priorities, identify key influencers and ensure customer and business needs remain at the forefront of decision-making. My experience includes supporting complex business initiatives, developing training and process improvements, and collaborating across multiple teams to deliver efficient and effective customer experiences. I am skilled at managing multiple and often conflicting priorities, working under pressure with minimal supervision, and making informed decisions that balance customer outcomes, regulatory requirements and commercial objectives. I maintain a strong understanding of Workplace Pension products, propositions and business strategy, while proactively keeping up to date with legislative and regulatory developments. I enjoy analysing challenges, identifying opportunities for improvement and implementing innovative solutions that enhance efficiency, strengthen customer experiences and deliver value for both customers and the business. I pride myself on being customer-focused, commercially aware and proactive in my approach. With a passion for building long-term relationships and delivering exceptional service, I am committed to supporting the retention and growth of key client relationships, continuously improving customer outcomes, and contributing to the successful delivery of strategic business objectives.
Overview
7
7
years of professional experience
Work History
Customer Consultant
08.2021 - Current
- TTP3 Subject Matter Expert for the business migrating onto new systems involving project work, supporting colleagues with access issues related to the new systems, ensuring minimal disruption and quick resolution
- Implementing changes to limit resources, collaborating with key stakeholders to improve the process for requesting BaNCS access for new starters, streamlining onboarding and enhancing efficiency
- Complete testing on new systems to ensure the product works as it should, feedback defects and create work arounds
- Keeping up with regulatory changes
- Sharing best practice to help support wider teams, proactively working through defects post-migration, ensuring timely resolution and maintaining system stability
- Coaching/Mentoring
- Create processing guides for key stakeholders and colleagues to follow with ease and confidence
- Change Champion role, scoped, documented and delivered successful outcomes
- Worked with various areas in the business to proactively deliver projects within agreed timescales
- Complete testing for the new systems, highlighting risks and workarounds
Training & Quality Consultant (secondment)
06.2025 - 01.2026
- Creating training plans, alongside the development, execution and evaluation of all technical and skills-based training and development activity for Consultants & Advisors
- Reviewing processes with Design and delivery, creating proposals to reduce talk time increasing FTE
- Responsible for defining objectives and deliverables with measurable success
- Risk reporting key concerns an evidencing steps of avoidance
- Develop consistent standards and culture across the business by providing training and development support
- Design, deliver and evaluate complex technical training and development material and initiatives, at individual and group level in a highly regulated environment
- Build strong relationships with key stakeholders to enable a collaborative approach to agree, challenge and collectively shape training needs across consultants and direct to customer managers
- Responsible for supporting how the Training and Competence framework is applied and implemented, ensuring all evidence is robust and high quality with effective action plans implemented to support consultants attaining or reattaining competent status
- Provide coaching and materials for consultants and direct to customer managers, as well as collaborating across the team and wider business to develop training capability to support the guidance team
Customer Service Representative
Lloyds Banking Group
10.2019 - 08.2021
- Liaising with internal and external stakeholders designing best fit retirement journeys to reduce Average Handling Time producing wider availability
- Subject Matter Expert for BaNCS, working towards deadlines in tight timeframes
- Using a range of systems including: Microsoft excel, PowerPoint, outlook
- Analysing business readiness plans, managing expectations and forward planning to delivering objectives
- Liaising with Management and Operations Manager to collate information and strive to ensure the correct practices are being used/implemented
- Risk management, raising and investigating and breaches, collating data on common trends, creating fixes to mitigate future risks
Skills
- Strong communication
- Stakeholder management
- Project Management
- Analytical and Problem solving
- Emotional Intelligence
- Training and Coaching
- Adaptability
- Time management
- Leadership & Influence
- Attention to detail
Courses
- Certificate in Financial Services - R01, R04 and LP2
Timeline
Training & Quality Consultant (secondment)
06.2025 - 01.2026
Customer Consultant
08.2021 - Current
Customer Service Representative
Lloyds Banking Group
10.2019 - 08.2021