Director Simplification, Santander
Sue started her career in the Abbey National bank as a graduate more than 28 years ago and has progressed from a variety of frontline roles to more key Directorate strategic roles over the last 8 years.
Those strategic roles have included ownership and accountability for complaint management and driving improvement for customer experience across the bank including bank wide complaints policy and strategy, the measurement and improvement of customer experience, transforming key customer journeys and the accountability for the dedicated central operational complaint handling teams.
From March 2017 Sue agreed to take on a new challenge at the request of the CEO and Executive management, for the responsibility of the transformation and simplification of key internal bank processes and procedures with a view to improving customer and colleague experience.
All of Sue’s accountabilities and responsibilities have and continue to support Santander’s purpose to help business and people prosper and the banks ambition to deliver for its customers, colleagues, shareholders and communities.
When not helping Santander to achieve its goals, Sue is a busy working mum to twins.