Clare Maslin Email Address

Marketing and Communications Manager

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An experienced and proven senior leader with 14 years experience of transforming services and improving the customer experience. Accomplished in leading customer and business change, complaint, communications and corporate social responsibility teams, in banking, insurance, telecommunications and housing. Efficient in change management using different methodologies, including Agile, Six Sigma and Prince2. Proficient at engaging with executive and non-executive team members to ensure project delivery is successfully achieved. KEY TRANSFERABLE SKILLS: Change Management Skills: A professional with a proven track record in delivering major projects, stakeholder management and improving both the customer journey and business proposition. Completion of complex analysis of both customer and operational change and impact assessment, ensuring end-to-end delivery of change efficiently. Ability to build positive relationships with internal stakeholders, regulatory bodies and adhere to compliance issues, and complete the required governance. Commercial Awareness and Influencing Continuous Improvement: Successfully delivered three organisational culture and customer experience programmes in three different sectors (taking 6 to 18 months for implementation) which transformed the customer experience, including significant reductions in complaints and increased retention rates. Always looking for ways to expand the services provided. Leadership and Management Skills: A natural motivator who is experienced at operating at board level with clients, government officials and other stakeholders to effectively deliver an improved performance. Leads by example, setting clear team objectives that link with the overall organisational strategic priorities. Experienced in all aspects of staff management, especially coaching and mentoring, and restructuring, whilst continuing to be a team player.