Maya McCutcheon

EDI Lead, Personal Banking Manager & Data Protection Officer

United Kingdom

Employment

March 2025 - Present

Customer Guidance: Assisting members through the full application process with clear, friendly support
Financial Solutions: Matching customers with lending products that best fit their needs
Compliance and Accuracy: Maintaining high standards of data integrity and regulatory requirements
Member-Centric Service: Helping members make confident financial decisions

August 2022 - October 2024

Customer Support and Issue Resolution: First point of contact for customers, troubleshooting sign-in issues, billing queries, and account management concerns
Simplifying Technical Concepts: Translating complex security and authentication issues into clear, accessible guidance
Empathy-Driven Assistance: Offering patient and reassuring support for users navigating security challenges

Snowfall

February 2022 - July 2022

Customer and Technical Support: Delivered customer service via Zendesk, including on-call support for major clients
UX and QA Testing: Conducted UX testing on apps and websites, using browser-based tools to investigate HTML and CSS issues
API and Reliability Testing: Performed QA testing on APIs to ensure stability and high performance
Process Development and Documentation: Helped shape internal processes for onboarding new clients
Cross-Functional Collaboration: Worked closely with designers, engineers, product managers, and QA teams

May 2019 - February 2022

Customer Support and Advocacy: Assisted customers via in-app chat and email, advocating for customer-centric solutions
Payments and Regulatory Compliance: Investigated Credit Payment Recovery and Direct Debit Guarantee Indemnity Claims
Incident and Technical Troubleshooting: Diagnosed and resolved technical payment issues, identified bugs within the Monzo app
Process Improvement and Data Analysis: Analysed customer queues and operational data to inform decision-making
Cross-Functional Collaboration: Represented Customer Operations in company-wide meetings
KYC and Account Management: Adjusted customer account limits ensuring strict compliance
Subject Access Requests Handling: Processed SARs in line with UK GDPR and the Data Protection Act 2018
Mentorship and Leadership Support: Mentored and coached less experienced colleagues

February 2016 - June 2017

Customer and B2B Sales Support: Handled inbound sales and booking calls from customers, businesses, and partners
Booking and Administration: Processed reservations received via fax and email with accurate data entry
Cross-Team Coordination: Worked closely with internal teams to provide efficient service
Training and Knowledge Sharing: Supported colleagues with knowledge gaps and onboarded new team members

Certificate of Higher Education in Law

2020 - 2022

Leeds Comets CIC

January 2025 - Present

Championing Inclusivity: Ensuring the club is a safe and welcoming space for all, regardless of gender identity, sexuality, background, or ability
Policy and Advocacy: Developing EDI strategies and policies that promote fair access and equal opportunities
Community Engagement: Building relationships with local organisations, LGBTQ+ networks, and sports bodies
Funding and Growth: Supporting funding applications and outreach initiatives to expand impact

United Tech and Allied Workers (UTAW/CWU)

August 2023 - Present

Supporting Data Governance and Compliance: Assisting in implementing and maintaining data protection policies
Handling Subject Access Requests: Managing and responding to SARs in line with legal and ethical principles
Risk and Privacy Considerations: Supporting the assessment of data protection risks and ensuring appropriate safeguards
Raising Awareness and Best Practices: Helping to educate branch representatives and members on data protection
Liaising with the CWU DPO: Acting as a point of contact for data-related queries within the branch