Laura Steele
About Laura Steele
Laura Steele is a Senior Trainer at Nationwide Building Society, where she has worked since 2015. She has a background in customer service and continuous improvement, with a proven track record in process optimization and training.
Work at Nationwide Building Society
Laura Steele has been employed at Nationwide Building Society since 2015, currently holding the position of Senior Trainer. In this role, she is responsible for managing, coaching, and training new starters, setting targets and goals to facilitate their development. Prior to her current position, she worked as a Continuous Improvement Analyst at the same organization from 2008 to 2015. During this time, she developed and owned process documentation for Case Owner and Underwriting staff, ensuring clarity and consistency in operations.
Previous Experience at Regency Mortgage Corp.
Before joining Nationwide Building Society, Laura Steele worked at Regency Mortgage Corp. as a Customer Service Representative from 2006 to 2008. This role was based in Bournemouth, United Kingdom, and lasted for two years. Her experience in customer service provided her with foundational skills that she later applied in her roles at Nationwide Building Society.
Education and Expertise
Laura Steele studied at Avonborne Girls from 2000 to 2005, completing her education over a five-year period. She is accredited as a Lean Trainer, demonstrating her expertise in process improvement methodologies. This accreditation supports her ability to optimize processes and enhance operational efficiency in her professional roles.
Achievements in Process Improvement
Laura Steele achieved a personal cost saving of £40,936 at the financial year end by optimizing processes and releasing full-time equivalent resources. Her work involved conducting root cause analysis on department complaints, leading to actionable insights and improvements. She worked closely with senior management and operational teams to address and resolve customer issues, which contributed to enhancing the overall customer experience.