Gareth Franks is Director of Customer Services at Nationwide Building Society, with responsibility for Conversational Banking, Customer Contact and Private Banking across Nationwide and Virgin Money.
With 28 years’ experience in financial services, Gareth has held a wide range of leadership roles spanning customer service, branch banking, complaints, risk, remediation and business transformation. He is passionate about delivering excellent customer outcomes, developing high-performing teams, and using innovation and technology to improve customer experiences.
Gareth has extensive experience leading customer service and transformation programmes across branch, contact centre and digital environments and is a strong advocate for sharing industry best practice to help raise service standards across the UK.
Gareth holds an MBA from the University of Bath and previously served as a Non-Executive Director of Cash Access UK Ltd.
