Kelly Iles

Kelly Iles has over two decades of experience in customer experience and strategy roles. Currently, they hold the position of Group Customer Director at OSB Group. Prior to this, they worked at M&G plc as the Director of Customer Experience, Journey Management, and Digital Enablement. At M&G, they were responsible for driving customer improvement and digitizing the overall experience. Before that, they served as a Senior Strategy Consultant at HomeServe, where they led the development of a new customer proposition strategy. Kelly also has experience working at npower, Virgin Money, Lloyds Banking Group, HBOS Cards Services, and LloydsTSB, where they held various customer-focused roles and was accountable for customer strategy, proposition development, and overall customer experience.

Kelly Iles obtained a Post Grad Diploma in Marketing from CIM | The Chartered Institute of Marketing in 1999.