Layton Wray

I’m currently the Conversational Banking Deployment and Readiness Support Manager at HSBC UK, leading the deployment of Conversational IVR (CIVR) across our channels and driving the implementation of AI solutions that enhance how customers interact with the bank.

My background is in managing the Premier Banking proposition across the UK, supporting colleagues who work directly with high-net-worth customers to deliver exceptional service and tailored financial solutions. I’m passionate about developing people, driving performance, and creating seamless, high-quality experiences that strengthen our customer relationships. I also have extensive experience within the mortgage sector, helping customers navigate complex lending journeys with clarity and confidence.