Susan worked for a large UK bank for over 22 years, in a variety of roles – customer facing and in back-office support functions. She worked in continuous improvement and Lean, focused on improving the customer journey, stripping out waste from end-to-end processes and making large scale efficiencies that would save time, money and make better working experiences for staff. She trained and coached Management teams within Operational Centres with skills and tools to deliver workplace improvement sessions. Susan spent the last 10 years working as a Learning & Development Manager, focusing on identifying learning needs across a large, global business area, understanding their problems and what wasn’t working and designing and building workable learning journeys, making them engaging, simple and accessible. A big part of her role was strategic workforce planning. Building capabilities to meet the demands of the business in the future. She is qualified with a level 5 CIPD Diploma in Management of Learning & Development, Neuro Linguistic Programming (NLP) Practitioner and currently studying her Master Certificate to be a breakthrough Coach. She has also completed her CMI level 7 training in Coaching and Mentoring. Coaching is a big part of her service offering as she loves to help people grow and champion potential in others, especially those who are stuck in limiting thought patterns. We can achieve anything, it’s our thoughts that often get in the way and stop us from trying.