Kathryn King
About Kathryn King
Kathryn King serves as the Head of People Engagement, Communication & Future Capability at Legal & General, where she focuses on building collaborative teams and driving cultural change. With extensive experience in customer experience and process re-engineering, she has a strong background in understanding customer needs and enhancing organizational efficiency.
Current Role at Legal & General
Kathryn King serves as the Head of People Engagement, Communication & Future Capability at Legal & General. She has held this position since 2022 and is based in Cardiff, Wales, United Kingdom. In her role, she focuses on developing an engagement plan aimed at driving cultural change within the organization. Her leadership emphasizes building empowered and collaborative teams that are united by a shared purpose.
Previous Experience at JPMorgan Chase
Before her current role, Kathryn King worked at JPMorgan Chase as a Trade Initiation Administrator from 1998 to 1999 in Bournemouth, United Kingdom. During her tenure, she contributed to the organization by implementing processes that improved operational efficiency.
Experience at LV=
Kathryn King served as the Head of Customer Experience - Protection at LV= from 2014 to 2021, working in Exeter and Bournemouth. In this role, she focused on understanding customer needs and ensuring simplicity and reassurance in customer interactions. She successfully implemented a visual documentation of the end-to-end customer journey, which resulted in a 30% reduction in customer journey time.
Education and Qualifications
Kathryn King holds a Master's degree in Organisational and Business Psychology from the University of Wolverhampton, which she completed from 2022 to 2023. Prior to that, she earned a 2:1 BSc (Hons) in Psychology from Bournemouth University, studying from 1995 to 1998. Her educational background supports her expertise in customer experience and organizational development.
Career Development at Legal & General
Prior to her current role at Legal & General, Kathryn King worked as a Relationship Manager from 2004 to 2014 in Cardiff. She also gained experience as a Portfolio Administrator at State Street from 1999 to 2000 in London. Throughout her career, she has maintained a strong focus on re-engineering both B2B and B2C customer processes to enhance efficiency and satisfaction.