Rachel Emelia

Rachel Emelia has a diverse work experience spanning across various industries. Rachel is currently serving as the Head of Customer Resolutions, Training, and Technical Services at the Pension Protection Fund since June 2023. Prior to this, they worked as a Service Owner at the Department for Business and Trade from February 2020 to May 2023. Rachel also served as a Service Owner for NHS Test and Trace (secondment) at the Department of Health and Social Care in February and March 2021. In addition, they have worked as a Strategy and Digital Transformation Consultant at Zaizi from September 2019 to February 2020, and as a Digital Consultant at the Government Digital Service from June 2018 to September 2019. Rachel's earlier experiences include roles as a Senior Business Analyst and in pension operations at the Financial Services Compensation Scheme from January 2015 to June 2018, and as an Executive Assistant to the CFO at Tipp24 Services Ltd. from February 2014 to January 2015. Rachel began their career as a Senior Investigator at The Pensions Ombudsman in March 2008 and continued in that role until February 2014.

Rachel Emelia completed the ICAgile Certified Professional - Agile Coaching ICP-ACC program at ICAgile in 2019, focusing on Agile Team Coaching. Prior to that, in 2017, they earned the International Diploma in Business Analysis from BCS, The Chartered Institute for IT, specializing in Business Analysis. In 2014, they obtained a certification in Civil and Commercial Mediation from the London School of Mediation. Additionally, Rachel completed the BTEC Level 7 Advanced Professional Certificate in Investigative Practice from Bond Solon / QA Associates in 2013, with a focus on Investigation. In the same year, they also attained a Certificate in Automatic Enrolment from the Pensions Management Institute, specializing in Pensions Automatic Enrolment. Continuing their educational pursuits, Rachel acquired a Professional Certificate in Ombudsman Complaint Handling and Practice from Queen Margaret University in 2011, focusing on Ombudsman practice. In 2008, they completed the CeFA Module Two - Principles of Investment from The London Institute of Banking & Finance. Rachel also obtained the CeMAP Module One - Financial Services Environment & Products; UK Financial Services & Regulation certification in 2005 from the same institution. Their secondary education took place at Sir Henry Floyd Grammar School from 1997 to 2001, although no specific degree or field of study were mentioned for this period. Additionally, they hold the Certified Scrum Product Owner (CSPO) certification from The Knowledge Academy, which they obtained in July 2019.