Gareth is Head of Customer Services for Virgin Money, part of the Nationwide Group – with 27 years of experience at Nationwide, the UK’s largest building society, which is consistently ranked top for customer service among UK financial services providers. Gareth is committed to shaping the future of service standards and inspiring organisations to put customers at the heart of everything they do.
A former Non-Executive Director at Cash Access UK Ltd (2022–2023) with an MBA with Distinction from the University of Bath, Gareth is recognised as a thought-leader in customer service. He has extensive experience leading large-scale branch networks, call centres, and specialist functions including complaints, remediation, conversational banking, and risk governance – always with a focus on enhancing customer and employee satisfaction which driving commercial success.
He’s a passionate advocate for exceptional customer service and operational excellence. Through his various executive and non-executive roles, Gareth has improved accessibility, inclusion and trust in financial services for millions of people across the UK.
