Thomas Duckett | AI Strategist & Professional Photographer ​I am a bilingual (French/English) freelancer offering a rare intersection of technical operational leadership and creative visual communication. Based in Edinburgh, I help organizations navigate the future of AI in customer-facing environments while providing top-tier photography for corporate and individual brands. ​AI & Financial Sector Strategy ​In my current role as a Complaints Utility Support Lead, I bridge the gap between complex financial operations and emerging technology. My focus is on: ​AI Implementation: Tracking, testing, and deploying AI strategies to optimize customer service workflows. ​Process Engineering: Establishing company-wide standardization and driving efficiency through data-driven initiatives. ​Stakeholder Delivery: Producing high-level presentations and managing complex action logs for internal and external clients. ​Photography & Visual Storytelling ​With over 6 years of experience as a freelance photographer, I specialize in creating distinctive imagery that enhances brand impact. ​Full-Cycle Production: Expert in shooting, editing, and printing using Adobe Lightroom and Photoshop. ​Diverse Portfolio: Experienced in collaborating with a broad spectrum of clients, from corporate entities to influencers. ​Proven Impact: Curator of the "102 Days" project, an exhibition showcasing the cultural experiences of young individuals in Edinburgh and York. ​Core Competencies ​Tech & Ops: AI Strategy, Data Analysis (Excel), Process Mapping, and Project Management. ​Creative: Professional Photography, Adobe Creative Suite, and Visual Storytelling. ​Communication: Native fluency in French and English with a focus on stakeholder collaboration.…

Thomas Duckett

Thomas Duckett | AI Strategist & Professional Photographer ​I am a bilingual (French/English) freelancer offering a rare intersection of technical operational leadership and creative visual communication. Based in Edinburgh, I help organizations navigate the future of AI in customer-facing environments while providing top-tier photography for corporate and individual brands. ​AI & Financial Sector Strategy ​In my current role as a Complaints Utility Support Lead, I bridge the gap between complex financial operations and emerging technology. My focus is on: ​AI Implementation: Tracking, testing, and deploying AI strategies to optimize customer service workflows. ​Process Engineering: Establishing company-wide standardization and driving efficiency through data-driven initiatives. ​Stakeholder Delivery: Producing high-level presentations and managing complex action logs for internal and external clients. ​Photography & Visual Storytelling ​With over 6 years of experience as a freelance photographer, I specialize in creating distinctive imagery that enhances brand impact. ​Full-Cycle Production: Expert in shooting, editing, and printing using Adobe Lightroom and Photoshop. ​Diverse Portfolio: Experienced in collaborating with a broad spectrum of clients, from corporate entities to influencers. ​Proven Impact: Curator of the "102 Days" project, an exhibition showcasing the cultural experiences of young individuals in Edinburgh and York. ​Core Competencies ​Tech & Ops: AI Strategy, Data Analysis (Excel), Process Mapping, and Project Management. ​Creative: Professional Photography, Adobe Creative Suite, and Visual Storytelling. ​Communication: Native fluency in French and English with a focus on stakeholder collaboration.…

Available to hire

Thomas Duckett | AI Strategist & Professional Photographer
​I am a bilingual (French/English) freelancer offering a rare intersection of technical operational leadership and creative visual communication. Based in Edinburgh, I help organizations navigate the future of AI in customer-facing environments while providing top-tier photography for corporate and individual brands.
​AI & Financial Sector Strategy
​In my current role as a Complaints Utility Support Lead, I bridge the gap between complex financial operations and emerging technology. My focus is on:
​AI Implementation: Tracking, testing, and deploying AI strategies to optimize customer service workflows.
​Process Engineering: Establishing company-wide standardization and driving efficiency through data-driven initiatives.
​Stakeholder Delivery: Producing high-level presentations and managing complex action logs for internal and external clients.
​Photography & Visual Storytelling
​With over 6 years of experience as a freelance photographer, I specialize in creating distinctive imagery that enhances brand impact.
​Full-Cycle Production: Expert in shooting, editing, and printing using Adobe Lightroom and Photoshop.
​Diverse Portfolio: Experienced in collaborating with a broad spectrum of clients, from corporate entities to influencers.
​Proven Impact: Curator of the “102 Days” project, an exhibition showcasing the cultural experiences of young individuals in Edinburgh and York.
​Core Competencies
​Tech & Ops: AI Strategy, Data Analysis (Excel), Process Mapping, and Project Management.
​Creative: Professional Photography, Adobe Creative Suite, and Visual Storytelling.
​Communication: Native fluency in French and English with a focus on stakeholder collaboration.

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Language

English
Fluent
French
Fluent

Work Experience

Complaints Utility Support Lead at Diligenta
January 1, 2025 - Present
Tracking, testing and implementing new AI strategies in the financial sector with inbound customer services; responsible for the production and delivery of presentations to internal stakeholders and clients; meticulously maintained minutes and detailed action logs to support continuous improvement initiatives; responsible for driving key initiatives (including AI) focused on company-wide standardisation and process efficiency; directly contributed to establishing consistent complaints procedures across all financial sector accounts, demonstrating strong process and domain knowledge.
Social Media Liaison Manager at Diligenta
October 1, 2023 - June 1, 2024
Observed and evaluated social media interactions related to the company, using information to establish a system for efficient handling and investigation of complaints; conducted root cause analysis and extracted insights from service-related issues, leveraging data analytics for process improvement; collaborated with various departments to effectively address customer concerns, demonstrating stakeholder collaboration and customer focus; provided regular updates to stakeholders regarding the status of high-level complaints.
Photographer at Self-Employed
January 1, 2019 - Present
Freelance photographer with over 6 years of experience specializing in capturing top-quality images for diverse clients; proficient in all aspects of photography, including shooting, editing, printing, and delivery; skilled in utilizing Lightroom and Photoshop to cater to a broad spectrum of clients, from influencers to corporate entities; collaborated closely with clients to discover distinctive and innovative approaches to enhance the impact of their photography.
Complaints Manager / Workflow Lead at Diligenta
August 1, 2022 - December 31, 2024
Created and implemented successful processes within the complaints department to manage workflows and workloads; demonstrated proficiency in process mapping and project management; effectively managed a team of four, conducting Root Cause and MI analysis using Excel to identify data trends and offer practical business solutions for colleagues and clients; specialized in handling investment-related complaint cases and drafting personalized responses post-investigation, highlighting customer-focused service; utilized independent decision-making to deliver optimal solutions for customers.
Tutor at MyTutor.org
January 1, 2019 - August 1, 2022
Conducted tutoring sessions in French and philosophy for GCSE and A-level students, demonstrating strong communication skills; customized sessions effectively to optimize each student’s potential, while acknowledging educational and personal obstacles throughout the process.
Translator and Proofreader at Self-Employed
March 1, 2020 - March 31, 2021
Professionally reviewed French to English translations for the CITA organization in the European Union; ensured timely delivery of high-quality written material under time constraints.
Food And Beverage Assistant at CGC Events Caterers
April 1, 2019 - April 1, 2020
Managed a team in a VIP suite during York Racecourse peak season; provided excellent service to all patrons while upholding high standards; orchestrated the delivery of food and beverages to ensure guest and colleague satisfaction.
Learning and Development Advisor
August 1, 2016 - August 1, 2018
Led learning and development initiatives, supporting capability building and organizational learning.
NHS Prescription Delivery at NHS (Volunteer)
January 1, 2020 - December 31, 2020
Volunteered during the COVID-19 crisis, delivering medications to the elderly and those shielding.
Volunteer Coach at Edinburgh City Korfball Club
January 1, 2022 - Present
Coach of an adult korfball team in the city, competing in the SKL 1st Division.
President and Social Media Lead at Edinburgh University Korfball Club
January 1, 2021 - January 1, 2022
Presided over a committee of ten individuals organizing a successful multi-day national tournament; managed three university-level BUCS teams, aligning with university sport guidelines to rebuild a welcoming and competitive club after a difficult period; drove growth of the club's social media presence through a strategic approach.
NHS Prescription Delivery at NHS
January 1, 2020 - December 31, 2020
Volunteer role delivering medications to the elderly during the COVID-19 crisis.

Education

MA at University of Edinburgh
January 1, 2018 - January 1, 2022

Qualifications

Duke Of Edinburgh Silver Award
January 11, 2030 - February 22, 2026

Industry Experience

Financial Services, Professional Services, Media & Entertainment, Education, Travel & Hospitality, Other
    paper 102 Days Project

    The “102 Days” project is a curated photography exhibition that explores the intersection of youth culture and the unique challenges of the pandemic era. Originally showcased in March 2022, this project serves as a visual time capsule, capturing the lived experiences of young individuals in Edinburgh and York during a period of unprecedented global change.
    Project Highlights
    Creative Vision: Developed as a central creative venture during the COVID-19 pandemic to document the social and emotional landscapes of a generation.
    Exhibition Success: Culminated in a successful public exhibition in March 2022, demonstrating a high level of project management from concept to gallery delivery.
    Technical Artistry: Utilized advanced post-production techniques in Adobe Lightroom and Photoshop to create a cohesive, high-impact aesthetic across the series.
    Community Impact: The project established me as a prominent provider of photography services within the Edinburgh student community, blending professional quality with authentic storytelling.

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