Postgraduate Award in Customer Strategy (level 7) 2012; BSc (Hons) Financial Services 2:1; A.C.I.B (Associate of the Chartered Institute of Bankers); C.M.I.C.S (Companion Member of the ICS)
Service Insights Business Partner
Caroline has worked closely with Customer 1st for over a decade and is proud to be the UK business partner for Service Insights.
Caroline’s passion and expertise lies in customer experience transformation. This was originally inspired and developed during the early stages of her career working with the Nationwide Building Society group. She spent eight years as a Retail Branch Manager within the London area, leading sales and service forward. This was followed by a two-year role as a Sales Process and Service Excellence Consultant implementing a completely new and customer centric process across the branch network. Following this Caroline moved to Nationwide’s subsidiary company (UCB Home Loans) in charge of customer service in a newly created role where she reported directly to the Board. She had a blank sheet of paper and was responsible for designing and implementing a three-year strategy and working in partnership with the Senior Leadership team across the business to ensure the organisation delivered a World Class level of customer service.
In 2000 Caroline launched Inspiring People, a specialist company involved in helping all types of organisations to improve the customer experience that they offer.
In the years since, she has spent her life consulting, training, coaching, speaking, writing and judging for a variety of Awards including National Customer Service, Customer Service Training Awards and Customer Experience Awards where she has also chaired several judging panels.