He joins the company on 17th March and will be responsible for ensuring Abbey’s approach to customers and the design of its accounts and services are aimed at generating long-term profitability. Keith will report to Angus Porter, Customer Director.
Keith, 40, worked for LEK, the strategic consulting firm, from 1985-2002, and was a partner for eight years. He has worked for a broad range of clients in financial services, telecoms and IT and brings to Abbey the skills and experience in developing profitable customer-focused strategies. Since leaving LEK, he has worked for a number of companies as an advisor.
Angus Porter, Customer Director said: "Our aim is to be a leader in personal financial services in the UK and the key to that is developing long-term relationships with customers rather than relying on their inertia as a reason to stay with Abbey. To do that, we need to understand what matters to customers and how we can meet these needs. If we succeed, people will want to become Abbey customers, do more with us, and recommend us to others - and that's what Keith's role is all about".
Keith Morgan said: "Abbey is determined to create a profitable and growing personal financial services business by providing accounts and services that exceed customer expectations, building loyalty and creating value. This is a tremendously exciting opportunity to bring financial and marketing disciplines together to reinvigorate a powerful customer franchise."
