I'm a people-focused leader with 13+ years' experience across complaints, customer operations and learning. I started in a contact centre role, before moving into retail and then utilities. I worked in complex complaint resolution, using customer insight and social feedback to drive real service improvements, before progressing into operational leadership at Standard Life. I've led frontline teams, stepped into senior roles during change, before moving on to building capability and confidence at scale as a Learning Manager - always with the same aim: better outcomes for customers through strong people leadership and evidence-led decisions.

Customer Care Manager, sitting within the Vulnerability and Customer Care Centre of Excellence. I'm responsible for leading a small, yet dedicated team, that brings the customer voice to life through direct engagement, insight and analysis. The role focuses on improving customer outcomes by translating feedback from multiple sources into practical service improvements and influencing journey design across Standard Life.

I enjoy using customer insight and real feedback to drive practical improvements - working with teams and stakeholders to bring the customer voice to life and ensure services are designed around what really matters to them. For me, being part of our Centre of Excellence, has shown me that vulnerability isn't just a policy - it's about recognising risk and emotion in the moment and making sure our people and services respond in the right way.

I'd advise candidates to really understand customers' wants/needs, focus on developing themselves, and remain open to stretch opportunities. Those three things helped me move from front line operational roles, into leadership positions, where I could influence customer outcomes at scale.

For me, success is measured by whether customers are better supported and people feel more confident doing the right thing. I've made this a priority in all my job roles and that is what I'm most proud of!