Over 20 years experience working at Barclays across a variety of frontline and central roles. Formative years spent in customer facing positions which have built a detailed understanding of how the organisation operates on a day to day to basis.
Charlie has looked at customer experience across the corporate market and within key processes such as lending. In recent years he has moved towards the retail market and the current remit focuses on the delivery of tactical and strategic initiatives which enhance the capability and productivity of our Branch and Telephony channels, supporting performance objectives agreed through the Customer Experience Programme. A key part of the role is keeping abreast of best practice across all industries and customer touch points.