Mike has over 25 years’ leadership experience. He was the Yorkshire Building Society’s first ever Head of Customer Experience, and he has succeeded in achieving a reputation for harnessing the power of people across an organisation to deliver a brilliant customer experience and excellent business outcomes.
As a coach he has helped people at all levels to navigate organisational and personal transition – from those in the front line who are often at the sharp end as change is delivered to those who have to lead under sometimes difficult circumstances. The people Mike has coached are often personally impacted by change. Mike also focusses on coaching to improve business performance using an open, relaxed and empathic style.
Having started his career in branch banking, Mike joined Norwich and Peterborough (N&P) Building Society in 1988. He worked in a branch, progressed through roles in branch management and intermediary mortgage sales, weathered the financial crisis heading up Retail Operations and by the time N&P merged with Yorkshire Building Society (YBS) in 2011, Mike was General Manager for Sales and Marketing. The YBS Group recognised his passion for customer centricity fuelled by colleague engagement and appointed him as their first ever Head of Customer Experience. He initiated, shaped and built customer journeys for the Group’s core products and delivered material business benefits through implementing the Group’s Customer, Brand and Distribution Strategies.
Mike led the YBS customer transformation programme from 2016 to 2018. In that time he delivered the Norwich and Peterborough Building Society (N&P) integration. This included closing the N&P current account business (100,000 active customers) with good customer outcomes and a satisfied regulator, as well as migrating over 500,000 customers to a new platform over one weekend, without a hitch. Over 500 colleagues were impacted by these changes and Mike led the Union consultation and was active in ensuring the best possible outcome for people affected.
Mike left YBS in 2018 and now enjoys providing coaching for leaders as well as working with organisations helping them deliver customer and people experience initiatives.