Liverpool, England, United Kingdom
My background is in operations and project management, several years at Pod Point and the Manufacturing Technology Centre, improving processes and getting organisations to actually change how they work. When I got into digital accessibility I realised that was my strength, seeing it as an operational problem to solve. So much of the work in this space focuses on finding what's wrong. So little of it is about building the systems that stop the same problems coming back. Putting the humanity front and centre of process building. The Consumer Duty is the most forward thinking piece of regulation with regards to digital inclusion. 'A firm must act to deliver good outcomes for retail customers' - no tick boxes or criteria, a human goal of ensuring the best for people. With regards to digital journeys this means ensuring they are accessible, usable, understandable and supported at every step, whatever the customer's needs or circumstances. I've seen firsthand through my own family what happens when this isn't right. My youngest brother is autistic and has learning disabilities, my mum his carer, the impact of people not being considered and then finding themselves blocked from completing essential tasks due to complex or unusable systems is very real. Within the financial industry especially, the consequences could be huge. This drives me to shift the view from it being a compliance issue to it being a human issue, led with compassion, backed up with robust processes. ClearCreator is my answer to that. I work with FCA-regulated financial services firms to understand where their digital customer journeys are falling short of Consumer Duty obligations, and build the processes and governance to properly address it. For good customer outcomes to be consistently achieved and evidenced, Consumer Duty must be embedded into every stage of how a digital journey is designed, built and tested.
For good customer outcomes to be consistently achieved and evidenced, Consumer Duty must be embedded into every stage of how a digital journey is designed, built and tested. Supporting FCA regulated organisations to understand Consumer Duty risk within their digital journeys and build processes to evidence good outcomes.
Relocated to British Colombia, Canada to participate in the International Experience Canada working visa. I also used this opportunity for extended independent travel in Canada, the US and across Latin America.