Andrew Westhead is Retail Director at National Savings & Investments (NS&I) and a senior member of the executive leadership team & Board, with accountability for the organisationās end to end customer proposition across products, servicing and channels. He plays a key role in shaping NS&Iās customer, retail and service strategy, ensuring delivery of fair value, good outcomes and sustainable performance for 24 million customers.
Andrew leads large, multi-disciplinary teams responsible for customer services, digital and assisted channels, product and pricing, brand and the Financial advice channels. He sets a strong tone from the top on customer centricity, culture and conduct, embedding the expectations of the Consumer Duty into strategy, governance and day to day decision making. His leadership is characterised by a clear focus on doing the right thing for customers, particularly those who are vulnerable, while maintaining resilience, efficiency and value for money for the taxpayer.
Andrew brings extensive senior leadership experience in regulated financial services, with deep expertise in large scale customer operations, service excellence and organisational transformation. He spent 13 years at Nationwide Building Society prior to joining NS&I and completed his MBA at the University of Nottingham in 2021.
