Vicki is a dedicated customer service leader with have worked for over 25 years from various operational and transformation roles  within Saga Insurance, to currently Head of Customer Service for Charities Aid Foundation Bank. CAF itself is one of the top 3 largest charities in the UK and the banking arm support charitable organisations in optimisation of their finances.

She is skilled at utilising data to maximising customer experience and delivering on customer centric transformation. Customers and colleagues are at the heart of everything she does, and she continues to champion for the Contact Centre being at the heart of the organisation, creating colleague engagement through innovation and a keen solution focus to continually optimise experience.

Vicki has won an ECCSA gold award and judged many CX awards in the last few years for UKNCCA and ECCSA too. A role she thoroughly enjoys.