Closer to the customer: What we can learn from banking contact centre data about supporting those in debt

For this episode of the Money Advice Liaison Group (MALG) Podcast, CEO Bob Winnington travels to Sheffield to the headquarters of a major bank to meet with Isobel Crosse.

Izzy started out her career in the debt sector in 2014 as a Performance Analyst at TDX Group, part of Equifax, where she put her BSc in Economics and analytical mind to work on government contracts. In less than six years, she had worked her way up to Head of Customer Experience, a newly created role in response to the 2020 pandemic, and was then promoted to Head of Strategy and Customer Experience three years later. In May 2024, Isobel moved from debt recovery and credit referencing into the banking sector as Head of Financial Care for Santander UK.

She was named Vulnerability Champion of the Year at Credit Strategy’s Vulnerability Awareness Gala in 2023, and is also a trailblazer for financial education and inclusion, with a particular interest in women in financial services and leadership.

In this insightful, behind-the-scenes chat, Bob and Izzy talk about the balancing act she currently faces of managing banking customer needs with what is considered, on paper, good customer outcomes in 2025.