As Chief Customer Officer at Close Brothers, I lead a brilliant and creative team of experts in the fields of Insight and Analytics, Experience Strategy and Design. My passion and goal is to design and deliver outstanding experiences for our customers, partners and employees whilst also ensuring sustainable commercial value for the bank.
I shape the strategies and standards for the above areas and work with the bank’s business units to deliver improvements in the experience offered today whilst also defining a creative and innovative vision and roadmap for the future.
The business units I work with have diverse business models covering the B2C, B2B, B2B2C and B2B2B markets. This combination presents an exciting opportunity to get creative and ensure we deliver great experiences, regardless of whether we are engaging directly with customers or indirectly through our partners. My approach always starts with analysing the data we have at our disposal and conducting thorough research to truly understand an individuals wants and needs.
I’ve always been a champion of the customer. This combined with a keen interest in technology enables me to constantly look at ways to simplify and enrich the experience we deliver and relationships we have with our customers.