Alison Jaap

Alison Jaap is an accomplished leader in customer care and business transformation with extensive experience in the banking and service sectors. Currently serving as Vice President of Care at OVO and Vice President at the Institute of Customer Service, Alison has a proven track record of driving digital transformation initiatives and enhancing customer engagement. Previously, as Customer Director at first direct, Alison focused on creating a digital-first banking experience while leading a large customer service team. Alison has held various roles in program and change management at organizations such as the Post Office Ltd, Virgin Money, and Royal Bank of Scotland, where significant contributions were made to strategy implementation and operational efficiency. Alison holds an Executive MBA from Aston University and an LLB from the University of Strathclyde, supplemented by a professional qualification from the Chartered Institute of Bankers.