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  • Vicki Wharton

Say hello to Vicki Wharton

Key Account Director

Over eighteen years’ experience working in Financial Services, eleven of which have been in senior leadership Improvement roles

Vicki has significant experience in leading large scale global transformation programmes. She has great energy and a high impact leadership style. She enjoys driving stakeholder advocacy for customer improvements through working collaboratively and leading teams with passion and enthusiasm.

Consulting experience

Transformation

Led & developed a major 2 year operations customer transformation programme for the world’s largest global retail bank, to deliver in excess of $250m.

Cost reduction

Leadership of a 1 year large scale major global bank operations cost reduction programme resulting in the deliver of multi-million $150m of benefits.

Operating model

Designed & led the implementation of a large scale operating model & E2E customer Improvement programme delivering in excess of 35% capacity along with significant improvements in customer metrics & NPS scores.

Innovation labs

Led and developed the implementation of a retail banking mortgage improvement lab, utilising Lean & agile methodologies, resulting in ground breaking business & customer improvements.

Acquisitions

Leadership of multiple B2B outsourcing acquisitions designing optimal operating models & E2E process designs for a number of large UK & Ireland retail banks.

Capability improvement

Launched & led an operational management capability programme for a major global retail bank, delivering multiple cost & customer benefits with over 2000 managers in scope.

Management experience

HSBC

Global Head of Operations Process Excellence & Transformation for the world’s largest global bank HSBC leading a major transformation programme.

Virgin Money

Head of Customer Transformation, responsible for the transformation of Northern Rock’s operation following Virgin Money’s acquisition.

Skipton Building Society

Head of Operations & Process Design for HML part of Skipton Building Society driving B2B client banking acquisitions

The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Forum
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