OSB Group appoints customer and Consumer Duty director

Kelly Iles has joined OSB Group in the newly created role of Group customer and Consumer Duty director.

With over 25 years’ experience, Kelly has held a number of senior roles across financial services and the energy sector, specialising in customer experience, digital transformation and customer journey management.

Kelly Iles commented: “I’m delighted to join OSB Group at such an exciting time and through initial interactions I can already see a clarity of strategy and a real desire from colleagues around the business to ensure customers receive the right outcomes.

"I am incredibly passionate about inspiring others to identify opportunities to improve the overall customer experience, delivering the right improvements that will make a difference to the lives of our customers. I’m also eager to harness the shared intent of colleagues around the business as we collectively build and embed a future proofed customer agenda which will positively impact all customers.”

Jon Hall, managing director of mortgages and savings at OSB Group, added: “Positive customer outcomes are absolutely vital and central to everything we do and with Kelly onboard I’m confident with her wealth of expertise across strategy, delivery and insight that we will continue to innovate and adapt our service to meet the multiple and sometimes complex needs of our customers.

"Kelly is joining us at a pivotal time and her proven track record in transformational delivery and experience in helping build a future proofed customer agenda will be key milestones in helping our customers, colleagues and communities prosper.”