I am an experienced project and operational leader with a current focus on embedding Consumer Duty within the first line, helping turn regulatory expectations into practical changes that deliver better customer outcomes.

Drawing on my leadership experience across customer service, escalations, complaints, collections and risk, I understand how communication can determine whether a difficult situation is resolved or becomes more frustrating.

In my Finance Connect presentation, Stop Training People to Sound Like Policies, I will explore why clear, human communication is not an alternative to compliance, but an essential part of delivering it.