Tesco Bank & NHS BSA – Retirement Services Reveal: How to Beat The Back Office Gap

Available On-Demand

Join this compelling fireside chat between Tesco Bank and public sector giant NHS BSA – Retirement Services, as we reveal how they improved visibility and control across their back-office.


  • The options and opportunities available to transform your back-office
  • What benefits you can expect and when ?
  • Advice from those who have ‘been there, done that’

This fireside is part of Verint’s 2023 Engagement Capacity Gap Research series. This year’s hotly-anticipated report revealed that even highly confident CX Leaders cite delays and errors caused by poor back-office processes as some of their greatest concerns for the year ahead.

If you have similar challenges, then this actionable and insightful discussion will give you all the answers you need.


Jen Nicholls
Forecasting & Planning Manager, NHS BSA – Retirement Services

Jen Nicholls is responsible for forecasting and planning for all back-office functions of NHS BSA – Retirement Services. She has worked for NHS BSA – Retirement Services for 15 years across a wide variety of roles. In 2017 Jen was part of the Implementation Team onboarding a new back office strategy solution and has since driven incredibly positive outcomes across the business, the “what” and “how” of which she will generously share.

David Forster
Business Support Manager, Tesco Bank

David has worked within the financial sector for 18 years, the last 12 of which have been within the General Insurance industry, working for Tesco Bank- driving successful outcomes across back-office functions. Most recently David has been leading the workflow throughout the Support Services Department – continuously improving both colleague and customer journeys.

Hazel Forster
Support Services Advocate, Tesco Bank

Hazel has worked for Tesco Bank for 11 years, the last 3 of which have been within their back-office function. During that time Hazel has improved and streamlined processes within a support services role, keeping the customer at the heart of everything she does.

David Poulton
Account Director, Verint

With over 25 years of operational, tactical and strategic management capability David brings both breadth and depth of experience. Spanning public and private sectors and within a range of operating verticals, David understands the variety of challenges back-office operational managers face and the balancing act they seek between growing or transforming the business of tomorrow whilst managing the business of today.

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