Wayne Nelson

Wayne Nelson is an experienced professional in digital automation and service management, currently serving as the Digital Automation and Optimisation Manager at NatWest Group since April 2018. In this role, Wayne manages an advanced AI-driven internal support chatbot that assists bank colleagues with a variety of queries, achieving over a million contacts monthly, a 60% containment rate, and a 40 NPS score. Prior to NatWest, Wayne worked at RBS from July 2011 to April 2018, holding positions such as Senior Service Desk Team Leader, where oversight of a resource and planning team facilitated support for 75,000 colleagues, and led the implementation of the Incident Portal for over 250 analysts. Earlier career experience includes serving as the Communications Information Specialist Team Leader for the Royal Navy & Royal Marines from October 2005 to June 2011, focusing on support for military communications equipment. Wayne completed education at Tibshelf Community School from 1999 to 2004.