Matt Hakin
About Matt Hakin
Matt Hakin is an IVR Development Senior Analyst at Nationwide Building Society, where he has worked since 2017. He has a background in communications studies from Sheffield Hallam University and extensive experience in telephony analysis and system automation.
Current Role at Nationwide Building Society
Matt Hakin currently serves as an IVR Development Senior Analyst at Nationwide Building Society. He has held this position since 2017, contributing to the development and implementation of interactive voice response systems. His role involves managing various business-as-usual and project changes to ensure alignment with organizational goals and regulatory requirements. Hakin's responsibilities include creating documentation that meets risk audit standards and mentoring junior team members to improve their skills and performance.
Previous Positions at Nationwide Building Society
Prior to his current role, Matt Hakin held multiple positions at Nationwide Building Society. He worked as a Senior Telephony Analyst from 2011 to 2017, and as a Telephony Analyst from 2009 to 2011. His career at Nationwide began as a Direct Support Assistant in 2008, where he worked for one year. Throughout these roles, he supported various initiatives, including the deployment of a Natural Language Call Steering application and the migration of the change process to an automated system.
Education and Academic Background
Matt Hakin studied Communications Studies at Sheffield Hallam University from 2004 to 2007, completing a three-year program. Prior to university, he attended Myers Grove Secondary School in Sheffield from 1997 to 2002, where he completed his secondary education. His educational background has provided him with a foundation in communication skills relevant to his professional roles.
Key Contributions and Initiatives
During his tenure at Nationwide Building Society, Matt Hakin played a significant role in several key projects. He supported the deployment of a Natural Language Call Steering application, enhancing the existing Automated Identification and Telephone Banking platform. Additionally, he was instrumental in migrating the change process into an automated system, which improved audit trails across the organization. His work has contributed to the efficiency and effectiveness of telephony services at Nationwide.