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Lance Matthews has a wealth of experience in customer service and complaints management, having worked in various roles in companies such as MotoNovo Finance and Tesco PLC. With a background in managing teams and implementing improvements in customer service processes, Lance is currently the Head of Customer Outcome Insights at Starling Bank, where Lance oversees MI reporting and Root Cause Analysis for Complaints, among other responsibilities. Lance's expertise in handling complaints and ensuring customer satisfaction makes him a valuable asset in the field of customer experience management.