The Future of Retail Banking

Charlotte Hogg

Executive Director, Retail & Private Banking, Santander UK

Biography

Charlotte Hogg is Head of Retail Distribution and Intermediaries at Santander UK.  Prior to that she was Managing Director of Experian, UK & Ireland.  She started her career at the Bank of England, and has also worked at McKinsey & Company where she was a Principal in Financial Services, and at Morgan Stanley where she was Managing Director of Strategic Planning, and CEO of Goldfish Bank.  She is a member of the Finance Committee of Oxford University Press, a member of the board of BBC Worldwide, a Governor of Nottingham Trent University and Chairman of First Story Ltd.  

Anthony Thomson

Chairman, Metro Bank

Biography

Anthony Thomson is Chairman and Co-Founder of Metro Bank, Chairman of the Financial Services Forum and a non-executive director of teamspirit.

Metro Bank plc, when it launched in 2010, was the first new 'High Street bank' in the UK for over 100 years. It offers unparalleled levels of customer service and convenience, open seven days a week, from 8am to 8pm. Anthony is co-founder with Vernon Hill, founder and former CEO of Commerce Bank, America's 18th largest bank.

The Financial Services Forum is an independent member-based community for over 300 senior executives with an interest in financial services marketing. The FS Forum exists to help members improve their marketing effectiveness on the basis that good marketing is good for the consumer. Anthony founded the FS Forum in July 2000.

Teamspirit is the UK's leading FS integrated marketing company, part of Chime plc. Anthony joined the board in 2007.

In 1987, he co-founded City Financial Marketing, and - as Group CEO - led it to become the largest specialist FS communications group in Europe. In 1997 he sold the group to Publicis (the world's 4th largest agency group) and took a well-deserved year off, before founding the Financial Services Forum.

From 1983 – 1987 he held various roles with Sun Life of Canada, ultimately as Sales and Marketing Director.

He has held other non-executive roles including Century Life (a Life Assurance group) and Jardine Arber (an actuarial consultancy).

Steve Whitty

Head of Customer Experience, RBS

Biography

Stephen has worked at the Royal Bank of Scotland for 5 years running cross divisional service improvement programmes.

Before joining RBS his background was continuous improvement across a range of industries. Steve began his career as a Chartered Manufacturing Engineer with Airbus, working on the A380 super jumbo launch team. Steve then developed and ran the Six Sigma programme for Pickford's U.K before working on the Buying and Merchandising improvement portfolio in Littlewoods's Shop Direct Group.

His current role is Head of Customer Experience working across end to end value chains to create actionable customer insight driving divisional strategy, investment decisions and commercial impact.

Steve is a Certified Master Black Belt and a British Quality Foundation assessor for lean sigma. He lives in Peterborough with his wife Sarah and son Charlie.