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Carole Layzell

Carole Layzell

VP, Solution Principal at Medallia
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Bio Carole Layzell is VP, Solution Principal at Medallia, where she supports organisations' customer and employee experience transformations, with special attention to the fiercely regulated financial services sector. She is a highly experienced senior leader with a proven track record of delivering enhanced customer experience and retention strategies, innovative digital solutions, and change management, as well as coaching and mentoring diverse and international teams. In addition to being a British Quality Foundation award winner for her work on Proactive Customer Experience, Carole is an acclaimed keynote speaker and expert advisor to the Government and other external partners. She is passionate about closing the digital skills gap and has worked with organisations such as FutureDotNow to help make a difference. Career History Prior to joining Medallia, Carole held various Director positions with a focus on finance and customer experience. After working as CX Director at Barclays UK she was recruited by Nationwide Building Society, where she designed and built its new Customer Experience Hub, focused on reducing service issues, streamlining an increased digital focus for both customers and colleagues, and future-proofing its CX strategy. Most recently, Carole was Customer Transformation VP at Salesforce, specialising in Financial Services and leading a team of Customer Transformation Directors as part of the Office of Strategic Customer Growth. She was responsible for shaping and executing the customer transformation strategy for UK Banking, supporting the Financial Services Account Teams and enabling customers to accelerate their customer transformations.


Financial Services Regulation

Consumer Duty: Five questions to test your organisation’s preparedness

27 Mar 2023

As the first quarter of 2023 draws to a close, Financial Services Institutions (FSIs) are one step closer to needing to demonstrate compliance with the Financial Conduct Authority’s (FCA) Consumer Duty. Coming into force for most FSIs on 31 July 2023 (or 30 April for manufacturers and investment businesses that produce, issue, design or build fina...

Banking Strategy, Digital and Transformation

Beyond Consumer Duty: How customer experience excellence will separate leaders from laggards

13 Dec 2022

The new Consumer Duty regulation from the UK’s Financial Conduct Authority (FCA) has instigated a period of great change within the financial sector, requiring financial services institutions (FSIs) – from insurers and financial advisors to payment services and technology providers – to comply with a much higher and exacting standard of customer c...