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Sophie R. is a Senior AI Conversational Designer at Nationwide Building Society, where they work on voice and support the transformation of the IVR. Previously, they served as a Senior Chat Analyst and held various roles at Nationwide, including Digital Content Editor and Customer Representative, where they contributed significantly to digital transformation initiatives. Sophie began their career as a Supervisor/Brand Specialist at Arcadia Group Ltd and also worked as a Digital/Retail Marketing Assistant at Vivienne Westwood. They hold a BA in Fashion Promotion from the University College for the Creative Arts and a CIM Digital Diploma in Professional Marketing from Oxford College of Marketing.