Esther Pritchard

I am a resilient, assertive and adaptable individual. I hold 6 plus years of experience in analytics, assurance, policy, legal advisory, change and research driven roles from legal, risk, insurance, financial, health, education and not for profit sectors across the UK, New Zealand and Australia. I am known for my solutionist mind set, doing things differently, engaging personality, 'go getter' attitude and thriving under pressure. I stride to be the best version of myself, and see great value in enhancing skillsets and broadening networks which has been achieved by: [1] having 3 career mentors [ING/ Optus]; [2] upskilling in project and change management by obtaining online certificates in lean six sigma white; yellow and green belt principles; agile methodologies; prosci change; PRINCE2/CAPM PMI project management principles and [3] attending relevant events/webinars in these sectors. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

• Equality Diversity and Inclusion Representative for ING Sydney Guild/Change Advisor- Frequent calls with ING HQ, Amsterdam & global offering counsel to HR, EDI/DEI and Health and Safety teams in how to improve accessibility in their processes, procedures, policies and leadership training for perms and contractors.
• Assisting with the vision and coordination of the Global Disability Day 2023
• Offering counsel for the formation of an Exco Sponsored Sydney Accessibility Group
• Raising awareness of hidden disabilities via articles on a national and international scale
• Customer Experience FINALIST and WINNER in ‘PERSONAL’- Customer Services Day- For recognising customers as individuals and for making them feel valued, for improving processes and procedures for customers who have Speech, Language and Communications Needs (SLCNs].
• E2E business deliverables [1]
• Provided written (Cloud Orange) and [2] video content for the Learning Development, Contact Centre (CC) and Vulnerable Customer Care Team advising how to support customers with these disabilities with a focus on the customer journey and customer experience eg the impacts/challenges of security questions, voice recognition, AI, and alike
• Customer champion in KYC for Customer Services Day