Lana started her career with HSBC as a temporary contractor in 2009, undertaking short term assignments in various teams including UK Wealth Management, UK Network Leadership, Group Events and Group Communications. In 2012, Lana joined the UK Retail Banking and Wealth Management (RBWM) Graduate Management programme; spending time in the branch network and with the Group and European Customer Experience teams. In 2014 Lana became a European Customer Experience Manager, working closely with HSBC’s European market teams to establish customer experience governance, understand key customer experience insights, identify barriers to good service, share best practices and support the design and delivery of customer-centred action plans. At the beginning of 2015 Lana became a Global Customer Experience Manager within HSBC’s Group RBWM team. Lana is passionate about people and firmly believes that happy employees equals happy customers; a notion that is at the heart of the changes she is currently driving at HSBC..