I have worked within the financial services industry for 29 years with global experience in the UK, Europe and USA markets. Over this period I have specialised in advising clients on customer and conduct matters, integrating digitally enabled change, devising and ensuring strategies and business models are customer centric, and deliver against conduct requirements.
At a time of unprecedented change where the industry has the ability to leverage new, open technologies I want to ensure changes are undertaken effectively to deliver for both the business and its customers - thereby ensuring they have an aligned purpose leading to mutual benefit. My role leading our insight and peer analysis function has provided a unique insight into what customers demand of their financial service providers, while my work in managing significant change projects, has provided me with the practical skills to ensure successful change can be delivered.
The focus of my work has been across the retail banking and mutual sectors, where I have had a key role advising on the development of new business models and core system replacement programmes. These have been fundamental to the way in which the business operates and how it supports its customers. I get great satisfaction from seeing the improvements to the way people work and how the customer’s experience (and consequently loyalty) increases.
Outside of financial services I have had an abiding 40 year interest in the sport of rowing, originally as an athlete and now as a coach. In many respects it maps closely to my working environment, as working closely with athletes (from novice to international) and seeing their improvement as a consequence (both in racing and training) is very rewarding.