Mrs. Annette Kerlin Head of Customer Experience, Nationwide Building Society, UK

Annette’s current position is Head of Customer Experience at Nationwide Building Society. She is responsible for driving the key strategic initiatives which will enable Nationwide to deliver service excellence and differentiation through its customer proposition. Previously she was Director of Customer Experience Marketing at Orange. Her role involved working with... read more9 European countries within Orange, building and delivering strategic initiatives which enabled full optimization of customer strategy and drove change through customer channels to deliver profitable growth. She has extensive experience in delivering customer strategy initiatives, focusing on adding value and building customer loyalty. She has 14 years experience as strategic change manager, managing and leading projects across the media, telecommunications and government sectors, and was recently listed in the Power 100 top 10 telemarketers in the UK.