Lawrence: From pulling pints to grad programme alumnus and customer champion
After completing his degree, Lawrence began working in a local pub before deciding to join the Welsh Financial Services Graduate Scheme.
‘’I decided to join the Welsh Financial Services Graduate Scheme, which would allow me to have the opportunity to develop a unique level of industry insight rotating through a series of work placements with participating companies.
‘’The programme combines work-based placements with study towards a Masters degree. I came to Admiral for my second placement and worked within Cyber Risk. This involved small projects, such as mapping the flow of high risk data, phishing awareness education and data classification.
‘’I thoroughly enjoyed this rotation with Admiral; the work was interesting, and I liked the amount of faith that was put in me from managers and colleagues. The previous company that I did my first rotation with was very corporate which I didn’t mind so much, but this meant I was unable to do much more than taking minutes and arranging meetings for the project managers. At Admiral you’re expected to contribute and make an impact through you work.’’
Lawrence impressed during his six-month placement and was offered the opportunity to transfer onto the Admiral Graduate Programme…
“On the graduate programme, I spent time in the New Business department within the Process Team working on our cross-selling strategy, which involved a lot of process mapping. The work here ultimately led into looking at apps and what makes a good app experience; it’s intriguing how some small innovations can make a user’s experience so much better.
‘’My next placement was within the CCS (Customer Contact Strategy) department where I worked on the Customer Insight team, because of my experience with customer journey mapping. I was tasked with looking at all our customer touch points and coming up with a template of the customer journey, which took 6 months to complete! This involved lots of meetings with stakeholders from all over the business, which was a great way to get exposure to other areas and to meet lots of new people.
‘’I also worked on feedback from our website – where I realised that there were customers asking for us to help them, but that their enquiries were being missed. I therefore helped to put a process in place to action these submissions so that we’re now taking on board any feedback and fixing things internally to deliver a smoother customer experience.
‘’’At this point, I was offered a role as Customer Insight Executive, where I am responsible for delivering a pack every month to senior stakeholders with information regarding our SMS web feedback, chat feedback and speech analytics. I then run through this with our process managers spotting any areas that need looking into further or fixing to ultimately deliver a great customer journey and experience.
‘’Admiral is a great place to work and they have the awards to prove it. I think this is because their values permeate every facet of what they do. I believe their expectation in their graduates to deliver something meaningful to the business effectively prepares you for the working world, additionally the support of your team and the wider department allow you to succeed in doing so.
‘’I think everyone should apply for the Admiral Graduate Programme, irrelevant of their current degree, just because you didn’t do accounting or economics doesn’t mean you are not suited to a career in financial services. There are so many opportunities within Admiral that its almost overwhelming. With that and the amazing culture here it is more than worth the time taken to fill in the application.”
Applications for our 2019 graduate programme will be open from 3rd September–4th November, so make sure to get your application in by then and you could be starting with us in either February or September 2019!