Sallie Rushton, Customer Service & Experience Manager

My career had mainly been focussed in customer service when, in 2018, I decided that I’d like to try something different, and I joined Al Rayan Bank as a Management Information and Data Specialist.

My role involved collecting and analysing data to support the Bank’s senior management with decision-making, and much as I enjoyed the role, I quickly realised that I didn’t have the passion for it as I did when dealing with customers. I simply love to fix problems for our customers and always strive to deliver excellent service.

I was fortunate enough to be given the opportunity to run the Bank’s complaints team, becoming the Customer Care Manager six months later. I absolutely loved this role and still count building the team, together with the supporting processes and systems that we still have in place today, as my biggest professional achievement to date.

Early last year, another opportunity was offered to me – this time to run another Bank’s contact centre. It was a very difficult decision, but after much thought, it felt like it was the right time to take the leap; to challenge myself to move into a different environment and learn something new. However, I quickly realised that I missed working at Al Rayan Bank. 

That’s why, when I saw the new role of Customer Service and Experience Manager at Al Rayan Bank advertised, I just knew I had to apply, even though I had left just months before.

My focus for this coming year is to ensure that our customers continue to receive the best possible outcomes, and that I support the delivery of the Bank’s strategy for digital self-service. My focus for 2025 is to drive seamless customer journeys through telephone and Digital Banking, increasing first point of contact resolution and improving our customers’ experience. 

I’m excited to be an integral part of the journey to drive exceptional service and shape a modern-day, digital banking experience for our customers.

I am incredibly proud to work at Al Rayan Bank and to have witnessed our remarkable growth and success over the past seven years. I want to highlight the Bank’s outstanding efforts in championing diversity, inclusion, and the promotion of women in business. The open and honest culture fosters genuine collaboration across teams, and I can confidently say that I know that I am in the right role at the right bank.