“A lot of my role is listening, collaborating and connecting. Finding solutions to try and improve the customer journey.”
If it’s the start of the week, it begins with me checking in with my team. We look ahead to what’s in the calendar and identify where we can support one another. During the week, I also check in with the wider team via team meetings. I usually have lots of interaction with our support teams, our delivery partners and external organisations. It’s so important to my role that I’m able to hear what the people on the front line are seeing and feeling from customers and their feedback but also what’s going on in terms of external market trends.
I have a great relationship with my fellow directors in the Start Up Loans team and they’re fantastic for bouncing ideas around and providing broader insights. We review things in the diary, chat about what’s going on in the world. I like to share best practices from customer experience and flag things that may be useful for them to know from a customer perspective.