She has held a number of senior roles, specialising in customer experience
OSB Group, the specialist savings and lending bank, has announced the appointment of Kelly Iles (pictured) to the newly created position of group customer and Consumer Duty director.
Iles, who has over 25 years of experience in the financial services and energy sectors, has held a number of senior roles, specialising in customer experience, digital transformation, and customer journey management.
In her new role, she will be responsible for ensuring that all customers across the group remain a central focus, as well as supporting businesses ambitions. She will report directly to Jon Hall, group managing director at the OSB Group.
Recently, the group made key personnel changes to bolster its support and services to intermediary broker partners across its mortgage lending brands Precise Mortgages, Kent Reliance for Intermediaries, and InterBay.
“Positive customer outcomes are absolutely vital and central to everything we do,” Hall said. “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.”
Commenting on her appointment, Iles said she was delighted to join OSB Group and could already see a clear strategy and a real desire from colleagues to ensure the best customer 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,” she added. “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.”
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