What was your highlight of 2024?
A particular highlight has been to start working with our new operational partners to start transforming our business, while also delivering more than £11bn of financing to the government in 2023-24 to help pay for vital public services. Our transformation programme will create a modern, accessible and sustainable business that can deliver the right products and services for customers, the flexibility and resilience to embrace the opportunities of the future, and, ultimately, to continue to raise funding for the government.
What was the hardest part of being a leader in 2024?
To realise the full benefits of our transformation programme requires leadership, determination and perseverance at all levels across NS&I and our operational partners. We need to rewire how NS&I works, while at the same time continuing to deliver our business-as-usual services for customers and government. We have begun to do this in 2024, but we’ve faced some headwinds along the way. A transformation of this size is always going to have its challenges, and that’s when you need a strong, experienced team around you, along with support, advice and expertise from across government.
"To realise the full benefits of our transformation programme requires leadership, determination and perseverance at all levels"
What are the main challenges facing your organisation in the coming year – and how are you planning to meet them?
Modernisation of our operational systems will deliver great benefits for our customers and for taxpayers, but it is a complex process. We are unpicking a 25-year single supplier model and bringing together the various components from our new partners, which all need to be connected and aligned, but the end result will be worth it.
What was the best Christmas present you’ve ever given or received? And the worst?
The best presents have definitely been those I've given to my niece. There's something magical about seeing her face light up with pure joy and excitement when she opens her gifts – her enthusiasm is infectious! As for the worst... while I firmly believe it's the thought that counts, I have to confess I'm not the biggest fan of novelty socks!