A successful hands-on team lead and product owner using agile principles for successful delivery. Has worked in multiple financial organisations and different regions undertaking development, business analysis and project management tasks. Operates at the intersection of the business and the technology leveraging the domain knowledge. Has experience with different asset classes (equities, equity derivatives, rates) and both buy and sell sides. Worked on multiple applications covering different aspects of the banking business (manual trading, automated market making, algorithmic trading strategies, risk, analytics and surveillance).Passionate about User Experience and Design. Knows what good looks like

Ed is a specialist in Data, Analytics, Innovation, Strategic Transformation and Cultural Change. He is Head of the FCAs Advanced Analytics function and Data Science Units. Prior to the FCA he was a Manager in Accenture’s Financial Services Change practice

After an early career in banking which included a spell in corporate strategy, Conrad gained a passion for digital whilst COO of a member of the ‘Deloitte Fast 500’ fastest-growing technology firms. This led Conrad to start his own digital financial technology (fintech) business Funding Options, which is listed in the 2022 Financial Times 'FT 1000' fastest-growing firms in Europe, and has an exceptional 95%+ Trustpilot customer satisfaction rating.

Now Conrad enjoys doing things that make use of his unique experience, having led both corporate business units as well as new digital ventures, built market-leading direct channels as well as blue-chip partnerships, and been at the centre of an industry responding to unprecedented disruption.

Tracey joined Handelsbanken from Barclays in 2003 to help to establish banking operations in the UK, where she then became Senior Vice President and Head of Northern UK in 2010. Having successfully secured the acquisition of Heartwood Wealth Management Limited, In 2013 she joined the company as Executive Director, where she led the integration and business development agenda. Tracey subsequently became Chief Executive Officer in 2014 and is now Deputy CEO of Handelsbanken Plc.  She remains the Chair at Handelsbanken Wealth and Asset Management.

• Board Member of the Personal Investment Management & Financial Advice Association (PIMFA)
• Board Member at the Chartered Institute for securities and investments (CISI)
• Chair of the Integrity and Ethics Committee at the Chartered Institute for Securities and Investments (CISI).

Tracey holds the IAC certificate from the CISI and the ACIB qualification from the London Institute of Banking & Finance.

*Investment Banking (28+ years and several 1000 meetings with CEOs and CFOs) *Management (17+ years in UK, EMEA, US and Global roles) *Author (Theme Investing, Innovation, Future of Work, Education, Digitisation) *Speaker *Qualified Executive Coach *L&D *Recruitment *Product Management *Sales *Capital Raising *Fund Management *Investment Analyst *Charity

Jason Maude is a coder, coach, and public speaker. He has over a decade's experience working in the financial sector, primarily in creating and delivering software. He is passionate about explaining complex technical concepts to those who are convinced that they won’t be able to understand them. Jason is also host of the Starling Developer podcast which gives insider access into what goes on behind the curtain at a leading challenger bank.

Senior Audit Leader with multi-disciplinary experience of over 22 years in the area of digital transformation, technology and business auditing. Expertise in risk and controls within financial services (retail, markets, insurance, investments, wealth), digital, technology, cyber, resilience, emerging technologies, data and sourcing.  Building collaboration and engagement across senior leaders, regulators and control functions.

Currently, Head of Audit with Lloyds Banking Group covering Insurance, Investments, Wealth, Stockbroking business areas and strategic technology platforms, digital transformation, data management and migration. Previously, worked with Deutsche Bank, Bank of Africa UK, Credit Suisse, KPMG and Oracle.

Natalie is head of customer experience and communication at Cashplus and a digital, culture, brand and customer experience strategist with over 10 years experience working both agency and client side.

A dynamic, people focused leader with experience of launching and growing a scale Commercial Lending business driving rapid business growth via execution of a clear strategy.

Has a significant breadth of experience to draw on having undertaken a wide range of roles ranging from compliance, AML, operations, strategy and transformation at both leading professional services, (Big-4 and boutique consultancy) and industry firms.

Tom is a experienced Financial Services Sector Senior Leader and Product Development Specialist with over 17 years of experience within financial services.

During Toms time in the industry, he has been successful in spearheading product development and management strategies within fast-paced ecosystems, ensuring compliance with industry-wide best practices and regulations, providing leadership to large cross-functional teams and departments, empowering organisations to uplift revenues through enriched customer experience and service offerings. Currently Tom is working as the Head of Regulated Advice by Skipton Building Society, the UK's 4th largest building society with over 1 million members and 88 branches.

Ranila is currently working as a distribution director at Scottish Widows and previously has lead the customer strategy for the SME market as Director of SME Solutions for Aviva in the UK. Before this she was Director of marketing for NEST Pensions where she had responsibility for customer strategy, propositions, distribution, and digital across commercial and retail markets. She has deep experience of delivering business growth and strategies in diverse sectors such as professional services, financial services and charities. She has also been on the board of international development charities and is passionate about gender issues.

Emma is is responsible for the development and performance of Allica’s growing UK network of Business Relationship Managers and further accelerates the Bank’s focus on restoring relationship banking to SMEs. Emma joined Allica from Allied Irish Bank (GB) where she led their team of relationship managers in the South East.  Prior to this, Emma held a number of senior roles at Lloyds Banking Group. Allica is the only fintech challenger bank in the UK dedicated to providing a full range of credit and payment services to established, growing SMEs – combining proprietary technology and experienced local relationship managers to provide great customer experience

Digital banking analyst. Ten years' experience within top tier analyst firms/retail banks; covering the market from both a customer strategy and tech enablement perspective.

Wasim’s career in financial services has focused on leading operational teams and delivering strategic change across banking sectors. Partnering with global banks to execute large-scale transformation, and advising innovative startups to launch new products and services.

He spent his formative years in business banking at Abbey National Bank; followed by global banking and markets at RBS where I managed teams delivering all UK Libor lending for commercial and corporate banking.

Moving onto Barclays Wealth Management as VP Head of Credit Operations, and onto the Operations Lead role to launch Smart Investor. Before consulting in the CIO office to deliver group programmes covering system decommissioning, platform implementations, banking entity closures, launching new products, and structural reform for the Private Bank.

Transitioning into fintech as Director of Operations and Projects at AskIf, launching CBILS with the British Business Bank as part of the initial wave of UK lenders. Developing SME green finance innovations, managing operational third-party vendors, brokers and external client lending portfolios utilising managed services.

Most recently as the Transformation Lead in Financial Markets at Standard Chartered Bank delivering global change initiatives impacting all 45 regulatory markets. Leading the plan, design and transition of a material outsourcing programme under NDA within a full RFP lifecycle. Delivering business outcomes in people, operations, technology, communications, finance, risk & transition workstreams.

Wasim received his Master’s in Economics from the University of Glasgow and more recently completed executive certificates at Saïd Business School, University of Oxford, and MIT Sloan School of Management. His focus areas are business strategy, digital transformation, client journeys, process reengineering, lending, regulatory adherence, corporate innovation, platforms, open finance, and outsourcing solutions.

Stephen Kennedy heads the EMEA solutions team for eGain.  Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits.

Shimona comes from a legal background and works with Moxo's EMEA clients to modernize their client interaction workflows. She specialises in helping clients control the chaos of client management by orchestrating end-to-end client collaboration with the power of their one-stop client portal.

David has worked in the Digital IT Sector helping businesses adopt and improve their business practices and processes for over 20 years. Over this time David has help deploy enterprise-wide solutions to the some of the world's leading global brands which have resulted in significant, tangible cost savings, better user experiences and business processes. David believes that technology should operate as the vehicle to enable us to focus on what is important so we can put our time and energy executing against our core values and business strategy.

Dastan is an experienced senior professional with a founder and a bias for action mentality. Proven track record of success leading projects in technology, large infrastructure, industrial IoT, organisational digital transformation, finance, strategic investments planning and foresight. An excellent problem solver with strong analytical, negotiation and interpersonal skills. Fluent in English, Russian, Kazakh and a good level of French.

He is interested in Digital Transformation, Robotics, AI, Quantum Computing as well as Energy Transition and Climate Change initiatives, especially in R&D. Regularly follows the topic of how Climate Change could affect corporate valuations and how corporations should make investments in sustainable initiatives.

With 25 years’ experience working in marketing and business development, Charlie has a comprehensive background in working closely with global brands to more effectively communicate with their key customers across a diverse range of platforms. His focus for the last 10 years has been managing and growing key client partnerships throughout EMEA and APAC. 

Ian has over twenty years of experience in the field of insight.  Having begun his career with Behaviour & Attitudes in Dublin, he moved client-side with Royal Bank of Scotland in 2011.  Over his time with the bank he has worked across a number of strategic roles, in functions and operations environments.  He is currently Head of Insight Operations at NatWest, tasked with improving the capability, tooling, and future focus of insight at the Group.

Emma has been working in the Customer Insight team at NatWest for almost 6 years having spent 14 years prior to that working with market research agencies including GfK and Populus, working across a number of industries. At NatWest, Emma has worked with both the Retail and Wealth franchises and her main role is to understand what customers are thinking, feeling and doing. She then shares that actionable insight back to the business so they can consider the voice of the customer in every decision, to ensure customer-driven CX improvements.

Inès is an Innovation Analyst at HSBC working with Large Language Models and Generative AI. The focus of her work is exploring the potential of Generative AI to derive insights and create new ways to approach and solve problems. She uses her expertise to help her colleagues to better understand Generative AI and empower them to utilise these tools. In her spare time, Inès enjoys exploring her creative side through arts and crafts.

Dominique is an innovation-driven executive with deep experience designing, operationalizing and executing growth and customer-centric strategies across business units of Moody's Corporation, a $6.2B Fortune 500 Company.

Dominique is currently Moody's Analytics Head of Customer Experience, obsessing on improving customer experience at scale for more than 15,000 accounts.

A few recent accomplishments include:

• Transformed Moody's Analytics to double revenues within five years through organic growth and acquisitions.
• Achieved 10% increase in key segments' sales through cross-selling and higher retention rates.
• Improved customer digital engagement and Net Promoter Score (+5-10 points).

Co-founder of ekko, a positive and transformative app, debit card and ecosystem. Ekko’s mission is to reframe people’s relationship with climate change and empower them with ways to make an impact that they can see, and feel good about. We want to be the first step in someone’s journey to a more sustainable lifestyle.

Chris Thomson is a Senior Account Director with Treasure Data's EMEA team. He has been a Data and Digital professional for over 30 years, working with leading Banks, Insurance, and Telecommunications companies. Chris has spent many successful years at IBM, Oracle, Autonomy and recently 8 years in the Strategic Accounts team at Adobe. Chris is now focused on supporting clients discover the power of Treasure Data's Advanced CDP, and how a more personalised real-time experience can drive customer satisfaction, business growth and loyalty.

I’m the co-founder and Chief Product & Strategy Officer at Elsewhen the Digital Product Consultancy. Among our clients are companies like Spotify, Google, Microsoft and Mastercard.Our mission is to empower leaders to harness a cutting-edge approach to design and technology to deliver positive impact for their organisations. We have three service offerings – Digital Strategy, Digital Transformation and Product Design. I write for publications including Sifted, Venturebeat, City AM and Fintech Futures. I love using my experience in engineering and product to invest in promising early-stage founders.

Business Consultant, since 1987. Founder and director of Capricorn Ventis (Capventis) since 1998.
Specialising in helping businesses to be more effective and profitable, through better business alignment and through utilisation of technology.

Core focus and specialisms today in eXperience Management, Data Analytics, Business Improvement and Digital Solutions. Evolving from historical focus in CRM/CX and BI.

Lead creator (with Capventis team) of IMPROVE methodology which combines eXperience Journey Mapping (XJM) with business and digital solutions design. Addressing core business challenges relating to performance improvement with data as the core ingredient.

Source and partner with the best technology to enable the business strategy. Today's focus on powerful, flexible and cost effective technologies that people "like" to use.

Implementation services to "make good things happen" in good time, including large to medium scale project management of business-only and technology related projects.

Lisa is a passionate customer advocate, working hard to ensure that customers have a voice and are listened to. The insights she gathers drive real change across the business. Lisa captures insights around customer pain points, struggles and frustration to fuel a packed optimisation backlog for the business to get stuck into.  With over 26 years experience working in Financial Services in Product Development, Product Management, Marketing, Digital Channel Management and Demand Conversion, this experience has lead Lisa to her current exciting role of Voice of the Customer Manager which she’s held for the past 7 years.

Paul Sweet is Head of Customer Experience at the Financial Services Compensation Scheme (FSCS) – the UK’s statutory compensation scheme for customers of authorised failed financial firms.

Responsible for ensuring that FSCS is known and trusted for its financial protection through outstanding customer experience, Paul is currently running a long term transformation programme which is re-designing how customers of the future will be paid compensation promptly and efficiently.

Paul has over 20 years’ experience in Financial Services operations having previously worked in a number of roles in the Insurance sector. He first joined FSCS in 2016 initially taking the lead on a variety of customer focused improvement programmes, and was appointed Head of Customer Experience in July 2022.

Between 2000 and 2016, Paul held a number of roles at RSA Insurance, including Sales, Operations, HR and Operational Excellence. Prior to that he was a Navigation Officer in the Royal Navy.

Edward Winfield is Director of Global Partnerships at Content Guru, a global leader in cloud contact centre and customer experience solutions. A veteran in the SaaS and technology space, Edward has over 25 years’ experience in the telecommunications space, which he leverages to create lasting partnerships, deliver cutting-edge solutions that anticipate evolving customer needs, and to help businesses to create outstanding customer experiences through seamless engagement and data-driven insights.

Since early 2020 Philip has in various roles guided customers within Banking, Insurance, E-commerce, Telecommunications and Public sector to success using the boost.ai conversational AI platform. Currently Philip leads a team supporting around 50 customers in the Nordics to maximise their potential. He’s driven by seeing the small details grow from idea to reality and step by step making an impact on CSAT and ROI.

Yohan leads the development of our solutions for Financial Services clients following 16 years in commercially focussed roles within the consumer and B2B payments industry. He has held a range of key sales, sales-leadership, and commercial delivery roles during periods of rapid change. He has worked with a range of sectors including business services, local government, and alternative finance. Yohan has always had a focus on bringing the voice of clients into product, marketing and operational functions.

https://www.linkedin.com/in/yohan-lobo/

With a career spanning 30 years, Alan has held a variety of sales, marketing and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223m to $470m. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programmes across branding, product marketing, demand generation, events and social media.

Alan is also responsible for leading market expansion in high growth regions such as the USA and the UK, and building a global community of Cognigy advocates, including customers, industry experts, partners and prospects. In his spare time, he is a volunteer puppy trainer for the Hearing Dogs for Deaf People charity and was a coach and referee at his local junior rugby club for 11 years. Alan maintains that training dogs is easier than children!

As a seasoned commercial executive, with over 20 years’ experience I have worked for some of South Africa’s largest JSE listed companies.. As an accomplished turn around agent I have an excellent track record of engaging and reinvigorating businesses to ensure I streamline the divisions I run to create highly efficient and profitable businesses. My ability to motivate teams and drive new business initiatives has provided me with opportunities that have greatly enriched my experience as an astute commercial business person. I have excellent marketing, branding skills and possess the skills to reposition the companies I run in the market by improving their performance. The scope of industry sectors I have worked in have provided me with an ability to work at any level in any in complex environments. I am currently the Director of Customer Experience for Absa Bank Mauritius Limited where I lead the transformation of CX across all segments, aligned to our digital transformation. I also lead the CX roll out across the African continent, in 10 countries, as we standardize towards a single experience across the region.

Accomplished financial services professional with 20+ years of experience in digital transformation at top tier organisations. Exceptional acumen underpinned by successful delivery track record, wealth management background and MBA from Imperial College

Ronelle has worked in a number of senior management and operational roles across the investment, real estate and financial services sectors, both in the UK and overseas. Upon joining Recognise she created the Bank’s customer experience strategy, developing processes and journeys to achieve good outcomes for lending and savings customers.

As COO she leads on all activities in support of the Bank’s operational policies and objectives, in particular supporting the development of Recognise’s digital innovation capability.

Ronelle volunteers as a Senior Project Manager for The Parasol Foundation Trust, a charity helping disadvantaged women succeed in the business world, and she also leads the Bank in its partnership with Women in Banking and Finance (WIBF).

Sarah Green is Business development director for mortgages and banking and client partner for two of our key banking clients.

Sarah has 23 years experience in the mortgage and financial services industry, having held roles at Homeloan Management (now CLS), Capita mortgage Services and was an CF1 director and board member of Sutherland Mortgage Services UK Ltd. Sarah has held both operational and client success roles, giving her a good understanding of our clients challenges. In addition, she has experience across  digital transformation, intelligent automaton and artificial intelligence.

Raj Sharma is an Account Director at Quantum Metric, where he joined in 2022. With an impressive background in the IT industry spanning over two decades, Raj brings a wealth of knowledge and expertise to his role, and is currently working to help create powerful partnerships with FSI customers across EMEA.

Raj has a deep understanding of software technologies, having worked with industry-leading companies such as MicroStrategy, IBM, Oracle, and Adobe to help the biggest names in FSI improve and deliver digital experiences.

Anthony Lam is Head of Product at iProov, a biometric authentication company whose technologies have been deployed across public and private sector organizations worldwide including the U.S. Department of Homeland Security, Singapore GovTech, U.K.’s National Health Service (NHS), UBS, and Eurostar. Anthony has led iProov’s biometric innovation since 2020, while also serving as a Co-Chair of the Face Verification working group at the FIDO Alliance.

His previous experience spans other technology endeavours including big data roles at SAP and public policy at Microsoft.

Phil’s career has taken him on a two decade journey of digital transformation. He has helped organisations such as Money Supermarket, AIB, Worldfirst and Santander to achieve success through the power of technology. With over ten years’ experience in digital leadership roles within financial services he has developed deep sector knowledge. This has led to his current role as Director of Financial Services & Insurance at Kin + Carta.

Matt has over 10 years experience as a an advisor to many of Medallia's largest global/multi-market programs, focusing on design and deployment best practices. Mostly focused on Insurance/FS, Telco and B2B industry. Matt previously worked as a CX Advisor, leading Net Promoter Certification Courses in Europe, Asia and Australia.