Description

“A delivery focussed individual, both strategic and operationally, who always strives to do the right thing for customers in support of the wider business strategy.” Group COO, FTSE100

Strategic and customer-obsessed leader with 7+ years’ experience driving proposition development, customer strategy, and commercial delivery within complex financial services environments. Proven success in leading high-performing teams, influencing Board-level

stakeholders, and delivering inclusive, data-driven, and commercially impactful customer solutions. Skilled in aligning organisational goals with evolving customer needs across digital, product, and marketing.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

FREELANCE
Strategic Consultant
November 2024 - Today (1 year and 7 months)
Authored a white paper for Inclusive Outcomes, outlining a practical framework for embedding customer vulnerability and impact measurement into product and service design in financial services, supporting firms to meet Consumer Duty requirements.
Launched inaugural Awards for Africa Tech Summit and advised on strategy, positioning, and ecosystem engagement.
Phoenix Group - FTSE 100, Pensions & Insurance
Head of Customer Sustainability
May 2022 - November 2024 (2 years and 6 months)
Defined and executed customer strategy in collaboration with Board and Executive teams, aligning business priorities across functions and delivering programme on time and within budget.
Secured £1M in funding for customer-centric propositions, leveraging data, research, and market analysis to deliver commercially viable and inclusive solutions.
Built and led a high-performing team of 8 specialists, with broader leadership across a cross-functional team of 30, fostering a culture of innovation and achieving eNPS scores 50+ points above benchmark
Launched digital and financial inclusion strategies, improving reach and increasing engagement 84% YoY via new Digital Skills Hubs.
Developed a social value and customer impact measurement framework to inform strategic decision-making and demonstrate long-term value.
Led cross-sector and cross-industry partnerships (incl. public, private, and non-profit) to co-create scalable customer solutions.
Re-designed the organisation’s tech disposal process, resulting in the redistribution of 300+ devices to underserved communities.
Shortlisted for two industry awards for innovation in customer strategy.
Phoenix Group
Business Manager to Group Customer Director (& Customer Sustainability Lead)
March 2020 - May 2022 (2 years and 2 months)
Oversaw strategic planning and performance reporting across Group Customer through CSAT, PSAT, SLAs, and operational KPIs to drive customer excellence.
Led business-critical transformations including transitioning 3,000 colleagues to remote work during COVID-19.
Co-led outsourcing readiness for major product migration, balancing CX, risk, and commercial goals.