Carole Layzell

Customer Transformation Senior Director - Banking

Carole has recently joined Salesforce as Customer Transformation Director for banking and is a highly experienced CX and Business Leader with a successful career at Director level specifically within the financial services sector. She is also an experienced international ‘digital innovation subject expert’ key-note speaker.

Carole’s Customer Experience expertise centres around understanding and maximising the power and benefits of digital engagement in the highly regulated financial services sector.  After working as the Digital Engagement CX Director at Barclays she was recruited into Nationwide Building Society where she was the Channel Service Director  focused on reducing service issues, streamlining an increased digital focus for both customers and colleagues, and future-proofing their CX strategy.

During 2020 Carole had been leading the customer response to the Covid 19 crisis defining and co-ordinating policy, process and service changes to not only support current fast changing needs but also focus on future needs and continuous improvement.

Carole has received the British Quality Foundation award winner for her work on Proactive Customer Experience.  She has acted as an expert advisor to the government and other senior external partners.

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