Shima Islam
London
Summary
Results-driven analytics and AI professional with experience delivering enterprise-scale data, digital product, and customer experience initiatives within financial services. Proven track record leading analytics, experimentation, and AI-driven transformation projects that improve customer journeys, operational efficiency, and business performance across digital channels.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Senior Technical Product Owner
Lloyds Banking Group
London
2025.03 - Current
- Led a strategic AI-driven analytics transformation initiative focused on automating anomalous Risk Weighted Asset (RWA) investigations, reducing manual operational effort from 6 FTEs to a single monitoring workflow while enabling the identification of an additional £15–20 million in anomalous RWAs per month through scalable AI-driven analytics.
- Facilitated cross-functional business value workshops with stakeholders to define use case scope, assess technical feasibility, align business requirements, and quantify the operational and commercial benefits of automation initiatives
- Successfully delivered a MVP within six months, enabling scalable analytics and AI-driven workflow optimisation across complex enterprise processes
- Established access patterns to production source data where no formal data ingestion framework previously existed, enabling the integration of enterprise data into AI-powered analytical workflows
- Led development of an AI-enabled conversational agent leveraging Gemini Cortex APIs and Large Language Models (LLMs) to improve stakeholder interaction, streamline communication, and enhance access to operational insights
- Collaborated across business, data, and engineering teams to operationalise scalable AI and analytics capabilities aligned to enterprise transformation objectives
Senior Data Scientist
Lloyds Banking Group
2022.09 - 2025.03
- Developed predictive balance forecasting models using multinomial logistic regression techniques to analyse customer behaviour at mortgage product maturity, predicting whether customers would retain, switch providers, or transition onto Standard Variable Rate (SVR) products
- Built analytical forecasting models to project mortgage portfolio balance curves, supporting strategic planning, commercial forecasting, and customer retention decision-making
- Led development of customer retention models using XGBoost (decision tree methodologies) to predict retention outcomes based on market pricing position and competitor distance metrics
- Developed scenario-testing capabilities enabling Pricing teams to evaluate the impact of different market positioning strategies on expected retention performance and commercial outcomes
Data Science & Digital Product Analyst
Lloyds Banking Group
2018.06 - 2022.09
- Delivered analytics and experimentation initiatives focused on optimising the end-to-end digital savings account onboarding journey across web and mobile platforms
- Analysed customer sentiment data from complaints, feedback forms, and servicing interactions to identify friction points and generate actionable customer experience insights
- Conducted A/B testing and performance analysis of digital onboarding journeys to improve customer engagement and conversion across acquisition channels
- Led analysis of customer drop-off behaviour throughout the onboarding funnel, identifying key abandonment drivers across desktop and mobile experiences
- Partnered with product, UX, and engineering stakeholders to redesign the desktop onboarding journey and improve overall user experience and conversion performance
- Defined and monitored onboarding KPIs and journey performance metrics to support data-driven product optimization decisions
- Delivered insight-led recommendations that supported continuous enhancement of digital acquisition experiences and customer satisfaction
- Partnered with Behavioural Science teams to evaluate the impact of positive versus neutral affirmation messaging within customer savings journeys, using experimentation and customer response analysis to identify approaches that improved engagement and savings behaviours
Education
Master of Science - Business Analytics
Imperial College Business School
London 2020.09 - 2022.06
BEng - Mechanical Engineering
Brunel University London
Uxbridge 2017.09 - 2020.06
Skills
Technical & Analytical
- Python
- SQL
- Predictive Modelling
- Machine Learning
- Statistical Analysis
- A/B Testing & Experimentation
- Customer Journey Analytics
- KPI Development & Performance Monitoring
- Data Visualisation & Dashboarding
- Scenario Modelling
- Forecasting & Retention Modelling
- Google Cloud Platform (GCP)
- BigQuery
- Vertex AI
- Gemini Cortex APIs
- Large Language Models (LLMs)
- Agile Delivery Methodologies
- Jira
- Product Analytics
- Digital Customer Experience Optimisation
- Stakeholder Management
- Cross-functional Collaboration
- Business Value Assessment
Certification
GCP Professional Machine Learning Engineer
Chartered Banker Institute Professional Banker Certificate
Timeline
Senior Technical Product Owner
Lloyds Banking Group
2025.03 - Current
Senior Data Scientist
Lloyds Banking Group
2022.09 - 2025.03
Master of Science - Business Analytics
Imperial College Business School
2020.09 - 2022.06
Data Science & Digital Product Analyst
Lloyds Banking Group
2018.06 - 2022.09
BEng - Mechanical Engineering
Brunel University London
2017.09 - 2020.06