Currently the Customer Experience Insight Manager for Citi's UK Consumer Group based at the Egg off in Derby. My role is to provide insight, analysis and improvement recommendations on the customer experience we are providing to our customers across all UK Egg and Citi products through the root cause analysis of complaints and live issues and through our event driven survey scores and feedback. I started working at Egg nearly 11 years ago and previously have performed a number of roles within Customer Services including Trainer, Project Manager and Performance Improvement Manager. Before joining Egg I spent 11 years working for what was then just Lloyds Bank in their Private Banking division advising and servicing high net worth clients on all aspects of their finances.