Sarah Marin

Chief Customer Officer @Financial Services Compensation Scheme

London, GB

As the Chief Customer Officer I am responsible for ensuring that FSCS is known and trusted for protection that puts people back on track through outstanding customer experience. This includes planning and preparing for any type of financial services failure and ensuring that we can pay customers any compensation they are due efficiently and effectively. I am accountable for all KPIs across our customer journey, lead on our customer experience strategy and take responsibility for leading transformation activities aimed at measurably increasing customer satisfaction at all stages of the claim journey.The FSCS mission is to provide a trusted compensation service for customers when financial firms fail. This helps to raise public confidence in the financial services industry. We promote awareness and understanding of FSCS protection, learn lessons and work with our stakeholders to help prevent future costs and failures.For Consumers - FSCS provides protection when firms fail - reassuring people in a crisis and enabling people to buy regulated financial products with confidence.For Customers - FSCS helps put people back on track by offering a claims service that is fast and easy for our customers to use, offering support when our customers ask for it.For Industry - FSCS operates as efficiently as possible and contributes to the prevention of future failure. FSCS recovers as much as possible from failed firms to offset the costs of compensation which is funded by the industry.For Regulators - FSCS is ready to respond to major firm failures and crises and works with the regulatory family to support the orderly resolution of failing firms. FSCS collaborates with the regulators and industry to reduce the risk and impact of future failure.

University of South Wales

Master of Science (M.Sc.), leadership and management