Customer on-boarding in the digital age
From authentication to automation: balancing customer experience with managing risk
Ian Hood is Head of Digital for Fidelity International’s UK division and part of the UK Executive Committee. Ian has worked in the digital space for over 15 years.
Ian’s role is to set the digital strategy and direction for the UK business and to deliver it through his own substantial internal team of digital specialists as well as other matrix teams across the business.
His areas of responsibility include Digital: data & analytics, web & mobile client experiences (UX, Design & Content/publishing) as well as to drive cultural change towards a more fast paced & responsive organisation. Ian is a prolific internal blogger at Fidelity, an example of one of the ways he is helping change the way the organisation thinks and works.
Ian joined Fidelity International in April 2015 from UK based FTSE 100 Insurer RSA Insurance Group where he was Chief Digital Officer responsible for Digital strategy and execution across 30 different countries.
Emily started her product management career during her time at Tesco.com. After a successful 3 years spent delivering an end to end re-design of the grocery site and kick starting the re-platforming of the mobile experience, Emily sought a new challenge – banking! Since joining Barclays in 2015 her primary focus has been on re-defining the online on-boarding experience.
Philip has worked in financial services for over 27 years, with most of his experience focused on pensions and retirement income products. During this time he has worked on high level projects at the Financial Services Authority, as well as being the Head of Customer Services and Technical Administration, managing the vesting process for a large back book of varied pension and life products.
Philip has been an active member of a number of industry trade bodies over the years including: the ABI Retirement Income Committee; the Chair of the ILAG Savings Strategy Group; a Founder member of and a Management Board Member of PICA.
He is currently the Head of Retirement Propositions and Change at LV= and is the Chair of the Options Steering Board, as well as a member of the ABI Retirement and Savings Committee.
Philip is married with a son and a daughter, he enjoys surfing, kayaking, the sea and running. He is a member and active fund raiser for Surfers Against Sewage.
Abe Smith is an experienced CEO with a successful 19 year leadership record in the FS and FinTech sectors. As the founder and CEO of Dealflo, he has built the company from nothing to processing over $10bn transactions pa within a few years.
Prior to Dealflo, Abe built and sold a series of Fintech ventures including Proficient Europe (data analytics-driven customer engagement), Geneva Partners (technology brokerage) and Atomic (financial management tools), helping create over $1bn of shareholder value in the process.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.