Tom Middle

Background

About Tom Middle

I am a proactive, curious, and enthusiastic individual and thrive working in a team environment. I am passionate about delivering personalised, seamless and secure digital customer experiences and aspire to a career progressing in financial services. I graduated from the University of Bath in 2021 with a first-class master’s degree in chemical engineering. As part of my studies, I completed a 13 month work placement at Unilever in my penultimate year where I was involved in the development of the processes used to manufacture Unilever’s hair conditioner products. After graduating University, I joined the Change and Business Solutions Graduate Programme at NatWest Group. I worked in teams across Cora, NatWest Bank of APIs and Video Banking as part of the graduate programme which confirmed my desire to pursue a business change role. I then spent the best part of 2 years working as an Experience Manager in the Telephony Transformation team at NatWest. This work involved migrating all of NatWest contact centres across to AWS's cloud telephony platform Amazon Connect, and then the subsequent delivery of a prioritised backlog to progress NatWest’s remote contact strategy. Currently I am working in the Digital Security and Authentication team at NatWest. The work I am involved in contributes to maximising the use of biometric authentication amongst NatWest customers to protect them from fraud and to offer seamless digital experiences. More specifically I am the Product Owner for NatWest’s in-app calling feature using Voice over Internet Protocol (VoIP) technology.