Kathleen started her career with HSBC 16 months ago on the HSBC Global Customer Experience team looking after Complaints Management, Customer Satisfaction Surveys, and Global Standards bringing solid CE experience and an external perspective to the team. Kathleen is currently researching and developing a Global Customer Promise for wide scale delivery. Prior to joining HSBC, Kathleen held numerous Customer Experience Management roles in Lloyds Banking Group looking after Customer side of change, Net Promoter Score, Complaints Mgt, and representing  the voice of the customer on large scale change programmes ensuring that the customer lens was considered, customer issues mitigated and  customer ethos embedded throughout.

Kathleen is a keen results driven Customer Experience Advocate..

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