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Charity Wood currently serves as the Head of Service Experience and Head of Operational Excellence at Starling Bank since November 2021. Prior to this role, Charity Wood held various positions at Nationwide Building Society from November 2010 to February 2021, including Head of Digital Skills & Knowledge and Senior Manager - Digital Propositions. Charity Wood's responsibilities encompassed operational setup and delivery of 24/7 social media customer service and Web Chat, as well as driving process improvements through root cause analysis of complaints. Additionally, Charity Wood was a member of the Board of Trustees for the SMASH Youth Project from July 2019 to September 2020. Educational accomplishments include training from the Money & Mental Health Vulnerability Academy and Mental Health First Aid Training.