- Data Analysis
- Performance Tracking
Steve provides expertise in data analysis, using SQL to identify opportunities within large datasets and to evidence business benefits. Through championing data, Steve can also support in developing objective performance tracking (both internally and against industry benchmarks), which will help to uncover improvements.
Having previously worked at Capital One (Europe) plc, as a Fraud and Operations Analyst, Steve has experience in Customer Operations within the Financial Services industry.
Steve's previous work includes:
- Producing a data-led monitoring suite, from concept to delivery, for a new servicing channel to support a well-managed operation
- Defining and producing several metrics, including first contact resolution
- Influencing how benchmarking metrics are defined to ensure that these are relevant for the industry