Carole Layzell | UK

Carole Layzell | UK

Title: Channel Service Director

Company: Nationwide Building Society

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Perception v. Reality – Creating a Culture of Empowerment


Empowerment, accountable freedom. Are these empty buzzwords for organisational leaders? Or can organisations change the way their people perceive their own cultural “rules” and make empowered decision making a reality?


Join Carole Layzell in an active discussion about creating an environment for colleague engagement, bringing people along the journey and embedding accountable freedom into risk-averse organisations. You’ll leave with practical examples and lessons learned, as well as some key takeaways for you and your organisation.

Key takeaways

  • Investing in colleagues will help to create true engagement
  • Involve and bring colleagues on your digital transformation journey with you
  • Give colleagues the tools, they need and ask for, to deliver exceptional experiences
  • Focus on flexibility and mobility of those tools

About the speaker

Carole has 30 years’ experience in the UK Retail Banking industry. She has led teams across face to face banking, back office operations and customer experience centres of excellence.

Carole is the Channel Service Director at Nationwide Building Society having joined in March 2019 into a newly created role working across Nationwide ensuring the Society is on the front foot as it adapts to meet the changes of its 15 million members. Prior to this Carole spent the last 30 years at Barclays where she was Customer Experience Director. At Barclays, she was responsible for transforming colleague and customer experience in today’s digital age and she led the successful Digital Eagle Programme.

She is passionate about increasing brand reputation and customer loyalty through proactive colleague and customer engagement. Carole’s key focuses are looking at cultural change by giving colleagues the tools to access the data, knowledge and skills they need to proposer in today’s digital world and allow meaningful conversations with customers.

Carole lives in North London with her husband and two boys.

Carole will be speaking at: