Hannah Hetherington
About Hannah Hetherington
Hannah Hetherington is a Senior Change Manager in Customer Experience at Nationwide Building Society, where she has worked since 2014. She has extensive experience in change management and process transformation within the financial services sector, having previously held roles at AXA Life UK, Friends Life UK, and Deloitte.
Work at Nationwide Building Society
Hannah Hetherington has served as a Senior Change Manager in Customer Experience at Nationwide Building Society since 2014. In this role, she focuses on improving customer interactions and enhancing service delivery. Her tenure at Nationwide spans over ten years, during which she has contributed to various initiatives aimed at optimizing customer experience and operational efficiency.
Previous Experience in Financial Services
Prior to her current position, Hetherington held several roles in the financial services sector. She worked at AXA Life UK as a Graduate Trainee from 2007 to 2009 and later as a Customer Testing Development Manager from 2009 to 2010. She also served as a Change Consultant at Friends Life UK for ten months in 2010 to 2011. Additionally, she worked at Deloitte as a Consultant from 2011 to 2013 and as a Senior Consultant from 2013 to 2014, focusing on process transformation and operational design.
Education and Professional Development
Hannah Hetherington studied BSc Psychology at Durham University, graduating with a 2:1 Honours degree in 2006. She furthered her education by completing a Professional Certificate at the Chartered Institute of Marketing. Additionally, she studied Lean Six Sigma at AXA WAY, achieving a Blackbelt certification from 2009 to 2010, which underscores her commitment to process improvement and operational excellence.
Specialization in Process Transformation
Hetherington specializes in Target Operating Model Design and Process Transformation within the Financial Services Industry. She has worked on legacy systems simplification and sourcing strategies for three large UK Life & Pensions companies. Her experience includes leading a Target Operating Model across all operations for a major cost reduction programme at a Dutch Life & Pensions company and conducting process transformation for a London Markets insurer.