Payment Service Management Analyst
- End-to-end performance management for Faster Payments and Open Banking
- Broader involvement across the electronic payments portfolio as needed
Maya McCutcheon
Leeds, United Kingdom
Customer operations and data protection casework in regulated banking, union governance, and inclusive practice.
Employment
Personal Banking Manager
- Guiding members through lending applications end-to-end, explaining options and outcomes in plain English
- Ensuring every application meets regulatory standards and data accuracy requirements
- Helping members understand their choices so they can make confident financial decisions
Customer Operations (Business Support)
- First point of contact for customers, troubleshooting sign-in issues, billing queries, and account management concerns
- Translated complex security and authentication topics into clear guidance for non-technical users
- Provided patient, reassuring support for users navigating security incidents and account lockouts
Client Operations Specialist
Snowfall
- Delivered front-line support for major airline clients via Zendesk, including on-call cover for priority incidents
- Investigated product issues using browser tools and clear reproduction steps, helping teams prioritise fixes that improved the customer journey
- Tested API integrations to ensure reliability for high-traffic client environments
- Shaped internal processes for client onboarding and support documentation
Senior Payments and Troubleshoot Specialist
- Supported customers via in-app chat and email, resolving account, payments, and access issues
- Investigated hundreds of payment disputes monthly, including CPR and DD Guarantee claims
- Diagnosed technical payment failures and identified bugs in the Monzo app, escalating with clear reproduction steps
- Analysed queue and operational data to spot trends and inform process improvements
- Managed KYC checks and account limit adjustments, ensuring regulatory compliance
- Processed over 100 subject access requests in line with UK GDPR and the Data Protection Act 2018
- Mentored and coached newer colleagues on payments processes and compliance requirements
Reservations Sales Representative and Admin Assistant
- Handled inbound sales and booking calls from customers, businesses, and partners
- Processed reservations received via fax and email with accurate data entry
- Coordinated with internal teams to deliver efficient service
- Supported colleagues with knowledge gaps and helped onboard new team members
Education
The Open University
Certificate of Higher Education in Law (Distinction) in Law
Volunteering
Equality, Diversity and Inclusion Lead
Leeds Comets CIC
- Ensuring the club is a welcoming space for all, regardless of gender identity, sexuality, background, or ability
- Developing EDI policies and strategies that promote fair access and equal opportunities
- Building relationships with local organisations, LGBTQ+ networks, and sports bodies to grow the club's reach
- Supporting outreach initiatives to expand the club's impact
Volunteer Data Protection Officer
United Tech and Allied Workers (UTAW/CWU)
- Helping implement and maintain data protection policies for the branch
- Managing and responding to subject access requests in line with legal and ethical requirements
- Assessing data protection risks and ensuring appropriate safeguards are in place
- Educating branch representatives and members on data protection rights and best practices
- Acting as the branch point of contact for data-related queries, liaising with the CWU's central DPO
Governance
Senior Trade Union Representative
United Tech and Allied Workers (UTAW/CWU)
Delegate, Disabled Workers’ Conference
Trades Union Congress