Katie DownsNatWest Omni Lead
Katie has worked with Digital Omni Channels of Customer Communication for over 12 years across the Retail Banking industry in the UK and Telecommunication in the Middle East. She has led customer facing teams in UK, India, Philippines and Dubai. She is currently the Omni Lead at NatWest Group and has supported her team to win the Best Customer Service Team of the year at the recent Engage Business Media Awards, where they support customers 24/7 via Video, Social Media, Chat, in-app Messaging and WhatsApp.
Catherine MeldonNatWest Operations Lead
Catherine is an Operations Director with over 30 years’ experience leading large scale Contact Centres in the Banking industry across UK and India, Leading multi-site, Function and Brand wide scale CX, Optimisation and Cultural transformation programmes. Catherine was instrumental in leading NatWest Group’s response to the Covid Crisis in the Contact Centres, transforming BAU Business Continuity Planning to ensure a rapid and relevant response was developed at pace for Voice and Non Voice Customers across all Channels. Multiple initiatives implemented and NatWest was first to market with dedicated telephony lines and new products and services to support Vulnerable customers, Over 60s, NHS and Social Care workers to service Customers when they needed us the most during the Covid lockdowns. Catherine also worked in partnership with Leadership through Sports and Business to introduce 150 new Social Mobility Apprenticeships into the Contact Centres to champion potential and support the transition of talented individuals from less advantaged backgrounds.