Manuela Pifani is the Head of CustomerStrategy & Experience at Direct Line Group, accountable for setting the customer and cross-channel strategy for the group,measuring and analysing customer insight, designing and improving the customer journeys for all brands and products and generally managing the customer experience.
Manuela has 17years' experience in financial services in the UK, including withBarclays and the Royal Bank of Scotland, having held roles in marketing, corporate strategy, operational excellence, with the last8 years spent specialising in service and customer experience areas.She also worked 5 years as a consultant in a number of services industries across Europe.
With 16 years international marketing experience, Carolina has been working specifically in the digital media industry for 12 years, with a record of leading digital business transformation within large organisations.
Previous to Google, Carolina led a Digital Marketing team at Direct Line Group. She has also spent approximately 5 years agency side, working with large international companies to develop their digital marketing capability and ensure innovation and technology are integral to marketing operations.
Jon will lead Masthaven Bank which has unveiled plans to become a new UK retail bank with a launch planned for the summer of 2016. Masthaven Bank submitted its banking licence application to the Prudential Regulation Authority and the Financial Conduct Authority in October 2015. Jon joined Masthaven in January 2015 from Saffron Building Society where he had been CFO since August 2004 and subsequently CEO from October 2011. During that period Saffron became the 13th largest Building Society in the UK. Whilst Jon was CEO, Saffron won Moneyfacts Best Service from a Mortgage Provider and was nominated in both 2014 and 2015 for Best Specialist Lender in the Mortgage Strategy Awards. Whilst Saffron has a strong branch network it also became known for digital innovation through i) a goal saving service and ii) being voted as the 2nd most digitally mature Building Society. Prior to Saffron Building Society, Jon was part of the senior management teams with CT Capital, a specialist mortgage lender and intermediary, Aviva plc and PWC both in the UK and Bermuda.
As a professional services leader for Clarabridge in Europe, Dale is advising some of the world’s largest companies on optimising the customer experience using social and digital insights. Prior to this he was part of the founding circle of Artesian Solutions, an innovator in social CRM and a Director of Services for business intelligence giant Cognos.
His first book, Decision Sourcing, is a commentary on the impact of social on corporate decision making. His latest, World of Workcraft, is a timely piece on engagement, motivation and digital humanism in the workplace.
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.