Angelo Costa

Background

About Angelo Costa

As a Business Support Manager at Metro Bank, I work on two core projects that aim to enhance the customer journey and deliver tangible impacts to the business. I am currently building and designing a chatbot that can assist customer queries and increase containment. I am also implementing a Vulnerable Customer framework across the bank, ensuring that my department and other stakeholders consider the needs and preferences of this customer segment at every stage. These projects showcase my skills and passion for customer experience and project management, which were recognized with a nomination in the 2023 CCMA Awards for 'Customer Champion'. Before taking on this role, I gained valuable experience in Learning and Development and Customer Service, leading three teams during the pandemic and spearheading the hybrid approach in the bank. I also developed my people management skills, turning my team into the highest performing team in the contact centre and supporting many of them to get promoted into bigger roles. I have a degree in Business and Management from Oxford Brookes University, which gave me a solid foundation in business operations, risk management, quality assurance, and operational value. I am always looking for continuous improvement and transformation opportunities, both for myself and for the bank.