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Rachel has over 20 years’ experience of Marketing and Customer Experience leadership in Financial Services, having managed First Direct’s brand and innovation initiatives before joining Coventry Building Society.
Initially leading the Product & Marketing strategy, Rachel went on to set up a team dedicated to Customer Experience and Conduct Risk. Coventry Building Society is now considered a leader in customer experience in the UK, ranking highly in the ‘top 100 UK companies for customer experience in the UK.
Coventry Building Society was a finalist in the Innovation In Customer Service Awards 2017.