Future-proofing the lending experience
Unlocking tangible business benefits by evolving the customer experience
As today’s customers continue to expect ‘Amazon-like’ experiences from each and every one of their service providers, it remains vital that FS providers evolve their offerings to meet these expectations for personalised, timely and relevant customer experiences.
With the rise of open APIs and AI technology it is now possible for lending to be totally transformed in terms of both service and product, the challenge remains though to ensure any innovation doesn’t become out of date as soon as it’s implemented.
Hear how our panel are planning to draw genuine business value out of providing insightful and forward-thinking customer experiences. Get insight on how to best leverage technology to strengthen customer relationships and keep your business agile, staying ever-prepared for future developments and the unpredictability of a changing world of customer demands.
Nick co-founded and is CEO of Lending Works, the UK’s leading disrupter in providing of personal loans through partnerships. Lending Works’ ultimate goal is to create the UK’s leading consumer credit business, providing a range of innovative consumer credit products, all with game-changing customer experience.
While working in the financial services industry, Nick recognised that the mindset adopted by most financial services companies was simply wrong. Instead, Nick and the team are passionate about making people’s lives better by providing simple and fair financial products.
Since launching in 2014, individual and institutional investors have lent over £100m to almost 20,000 creditworthy people via the Lending Works platform. Lending Works forecasts to grow to £1bn of loans per annum by 2022. Equity investors in the business include VCs and credit fund managers.
Rhydian founded RateSetter in 2010 to give people the opportunity to earn more on their money by lending directly.
RateSetter fills a gap between cash and shares. In return for giving up the guarantee of a bank deposit, the RateSetter investor earns more on their money while not assuming the risk of shares.
RateSetter investors currently earn between 3.1% and 5.5%, depending on the level of access they choose. The rates change daily based on the supply and demand of money on RateSetter and are becoming a new benchmark in what UK investors can earn by lending. RateSetter is open to everyone – it takes minutes to open an account and the minimum starting amount is only £10.
RateSetter has originated over £2bn of lending to consumers and businesses. Its c.50,000 active investors have earnt close to £100m of interest. Not a single penny of capital has been lost thanks to the RateSetter Provision Fund, a fund which means risk is diversified across the entire loan portfolio and which provides for losses every time a loan is written.
RateSetter has won Best P2P Lender in the FT & Investors’ Chronicle awards for three consecutive years. It has been the highest-rated P2P lender by Which? readers for the last three years. In January 2018, it won Best P2P Lender in the MoneyFacts Consumer awards for the third consecutive year.
RateSetter is backed by fund managers including Woodford and Artemis. In 2014, it opened its model in Australia, becoming the first P2P lender to accept retail investors.
In 2017, Rhydian received an OBE for innovation in financial inclusion. For Rhydian, the ability for people to earn returns on their money in an easily accessible way is a key part of financial inclusion.
Prior to founding RateSetter, Rhydian spent seven years at Lazard. He graduated from Bristol with a double first in Modern Languages.
Peter is Head of Customer Value Management at CYBG/Virgin Money, the UK's pre-eminent challenger bank and owner of the Virgin Money, Clydesdale, Yorkshire and B brands. His remit includes Retail Propositions, Analytics & Unsecured Loans including the bank’s joint venture with the Salary Finance fin-tec.
He joined the bank in 2017 as Head of Lending with responsibility for the Bank's retail lending product portfolios (Mortgages, Loans, Credit Cards, Overdrafts & Insurance). Prior to this he was at HSBC for many years where he held a number of senior leadership roles across both the UK and Europe including UK Head of Mortgages and European Head of Underwriting.
Peter cares deeply about the beneficial impact that responsible lending can make to people both personally and financially. To that end, he has developed multiple award-winning products, services and propositions that have enabled many more people to move forward positively with their lives.
Director of Lending at Atom Bank, Maria has created and launched a new intermediary lender designed to engage and attract intermediaries and their customers to a lending proposition designed solely for digital. With over 20 years’ experience in management, Maria has held roles across a number of sectors including travel, utilities and financial services. Before moving to Atom, Maria was Sales Director at Engage Mutual, responsible for leading the sales teams through a merger to become One Family. Prior to that, she held senior roles in the intermediary sector with Lloyd's Banking Group and Leeds Building Society.
Robert Cox joined TransUnion in 2012 and leads the Decision Services Team which provides all of the company’s decisioning solutions. This involves understanding the needs of customers wanting to implement changes to their decisioning technology, and then designing, delivering and maintaining solutions that improve processes and benefit both customers and consumers.
With over 23 years in the industry, Robert’s expertise spans the complete credit lifecycle; including acquisitions, account and customer management, fraud and collections.
His management experience has included enabling teams to optimise portfolio profitability, running collections strategies across multiple operational centres (insourced, outsourced and offshore), building acquisition and loyalty solutions, and designing multi-bureau services.
Robert holds a degree in Statistics and has previously worked for GE Capital, Scorex, IKANO Financial Services and New Day.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.