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Alan is an accomplished, strategic and commercially astute senior customer service leader with 20 years’ experience leading complex multi-channel businesses in the UK and offshore, delivering improved customer service, efficiency improvements and cost savings aligned to delivery of corporate objectives.
Following a career in the Royal Navy, Alan joined first direct in 1998 and was instrumental in establishing and developing the first direct operation in Hamilton, Scotland creating and leading a customer centric organisation which reflected the unique values of the recognised leader in customer service in UK Banking.
In 2005 Alan joined Barclays and held a number of senior operational positions including Head of Premier and Small Business, Customer and Commercial Director and as Managing Director Customer Response. Alan has also worked as Head of Customer Relations at the Co-operative Bank and Director of Customer Relations at HomeServe plc.
Focused on improving commercial performance and transforming the customer experience, Alan brings a proven expertise developing and implementing strategy, delivering transformational strategic change programmes continuous improvement and innovation as well as operational management of multi-site business units. A strong and inspirational leader developing high performing teams, who employs a meticulous attention to detail in providing creative solutions to identified challenges.
Alan lives in North Yorkshire with his wife Melanie.