Lisa Carlyle
About Lisa Carlyle
Lisa Carlyle is a Customer Experience Manager specializing in compliance, currently working at PRA Group in Kilmarnock, Scotland. She has extensive experience in customer service and operations management across various roles in the banking sector, including significant positions at Barclays UK.
Current Role at PRA Group
Lisa Carlyle serves as the Customer Experience Manager - Compliance at PRA Group, a position she has held since 2021. In this role, she focuses on enhancing customer experience while ensuring compliance with relevant regulations. Her work involves conducting comprehensive reviews of digital communications related to investment platforms, which have resulted in improved content and tone, leading to a decrease in customer complaints and better commercial outcomes.
Previous Experience in Banking Operations
Lisa Carlyle has extensive experience in banking operations, having worked at Barclays UK in various capacities. She was the Operations Manager for Wealth Account Opening, Charge Cards, and Offshore Structured Deposits from 2010 to 2014. She played a significant role in the operational implementation of the 7 Day Current Account Switching Programme, which streamlined the account switching process for clients. Additionally, she served as the Service Operations Manager and Vice President of Customer Experience from 2016 to 2019.
Customer Service Roles and Initiatives
Throughout her career, Lisa Carlyle has held several customer service roles that emphasize her commitment to improving customer experiences. She worked as a Service Manager for Private Clients from 2014 to 2016, where she led reviews and improvements of customer journeys following a digital platform migration. In 2020, she took on the role of Home Delivery Team Leader and a Temporary Customer Assistant, focusing on Covid support.
Education and Academic Background
Lisa Carlyle completed her secondary education at Earnock High School, where she studied subjects including Maths, English, Physics, and French. She achieved Higher Grades in these subjects from 1980 to 1986, laying a strong foundation for her future career in customer experience and banking operations.