Laura Cuffe

My current role focuses on the continuous improvement of the customer experience for our more vulnerable customers. I have been delivering training to all bank staff on the supports we are obliged to provide to these customers as well as delivering seamless solutions for our customers. I developed a communications strategy to raise awareness of all areas of vulnerability and how we can improve our engagement with customers in vulnerable circumstances.

Led the Galway and Mayo Region to deliver on sales targets as well as ensuring our customer experience was best in class. This involved ongoing training and driving the performance of staff in 17 locations across the Region. Another focus of this role was the migration of customers to self-service banking.

Having moved to a branch role in 2008, I steadily moved up the ranks and covered roles in all areas. Having received 2 promotions in this time, I finished my time in branch banking as a Branch Manager. This role covered a multitude of tasks including people management, risk assessment, sales planning, customer experience improvement and lending.

Involved in a number of various teams within the HR Department including payroll, absence management, general staff queries and staff exits.