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Ciara Moore

Ciara Moore, Chief Data and Digital Officer, Bank of Ireland UK

Describe your career to date

 

I have more than 20 years of successful delivery across banking and advisory. Across my career, I have proven success at Executive level driven through a focus on delivering value for customers and the business by transforming the data, digital, operational, and cultural landscape, implementing change in complex and challenging environments, demonstrating strong visible and values-led leadership, resilience, and execution focus. As a member of the Executive Committee and directly reporting to the Chief Executive of BoI (UK), the Chief Data and Digital officer is a key leadership role. I have:

 

  • Delivered value (financial and non-financial) by developing, executing, and undertaking an annual review of the BOI UK Digital, Data, Analytics, and Customer strategy.
  • Driven customer centricity via digital enablement and data-backed customer insight.
  • Transformed data and analytics, addressing legacy issues and creating an operating and delivery model to enable greater insight generation and data driven decision making.
  • Implemented customer led, customer centric thinking and delivering changes to create a customer obsessed culture and deliver on consumer duty requirements.
  • Improved leadership culture and innovation, restructuring management team and colleague roles, and improving colleague engagement (59% to 74%).
  • Introduced a data, digital risk and governance framework I am also currently a Non-Executive Director of First Rate Exchange Services, a wholesale business providing tailor-made financial exchange solutions for companies in the finance, travel, and retail sectors.

Data literacy is a key enabler of the value and impact from data. How are you approaching this within your organisation?

 

We have been on a journey with data literacy across the organisation. To ensure we reach as many people as possible, our storytelling with a common goal that is easily understood is important. Instead of framing as data, I like to frame as delivering good customer outcomes supported by data insight. Everyone can relate to being a customer and the experience you would like. Framing our approach with the customer at the forefront and bringing to life how data and analytics can support and drive this has worked well for us. Data fluency pathways have been developed for everyone to participate in and the uptake rate has been high. People have a desire to learn more and also see that developing data literacy can support whether it is to develop into a role in the Data team, develop within a Data team, or simply be more aware of the value of data. This has really enhanced colleagues understanding of data, the value of it, and how this can support our customers. Within the Data team, we have hired skill sets we had a shortage of, improving diversity in the team. This diversity has made a demonstrable difference and has brought this team closer to together, with performances improving exponentially.

Have you set out a vision for data? If so, what is it aiming for and does it embrace the whole organisation or just the data function?

 

The vision is to deliver good customer outcomes powered by data and analytics. Putting the customer at the heart of our storytelling has ensured we reach the entire organisation, and that all colleagues understand the importance and value of data and analytics. Everyone can relate to being a customer and the experience you would like. Framed with the customer at the forefront and bringing to life how data and analytics can support success has worked really well for us.

Ciara Moore
Ciara Moore
has been included in:
  • 100 Brands 2023 (EMEA)
  • 100 Brands 2024 (EMEA)