Victoria is an experienced business leader with a proven track record in large scale operational leadership, customer experience and change & transformation across a broad range of industry sectors, including Financial Services (Nationwide; HSBC); Retail (John Lewis); Telecomms (O2; EE) and Management Consultancy (Accenture; Deloitte).

Victoria has a strong record in building and leading high performance teams, and is passionate about the unequivocal correlation between customer and colleague experience and how operating models are designed to ensure engaged people are set up with the right tools to deliver exceptional customer experience.

Victoria joined Nationwide 2 years ago and is responsible for the leadership of Digital and Telephony operations. Victoria has lead these teams through a period of unparalleled change and transformation, delivering step change in customer experience, operational efficiencies and colleague engagement, clearly contributing towards the Society’s aspiration to deliver ‘simply brilliant experience’.