Katie Downs is currently the Omni Lead at NatWest Group, where they oversee non-voice channels, including Social Media, Chat, Secure Messaging, WhatsApp, and Video teams. Prior to joining NatWest, Katie held various roles at Barclays, including Omni Channel Associate Director and Omni Channels Growth Partner, leading significant improvements in digital customer interactions. Katie also served as Head of Customer Care at Virgin Mobile UAE, enhancing customer service scores through innovative digital solutions. Katie earned a BA Honours in Combined Studies from Newcastle University and a Master of Arts in Business Management and Leadership from Anglia Ruskin University.
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