Q. Tell us about your role at your firm. What do you do, and what do you find most interesting about it?
As Chief Technology Officer, I am responsible for the technology strategy that supports both our legal services and our wider insurance service offering. That includes everything from core systems and infrastructure to cyber security, automation and innovation, ensuring we can support both current client demand and future growth.
What I find most interesting is the constant pace of change. Priorities can move quickly and client requirements evolve. New technology creates fresh opportunities almost daily. That means the role is never static; it requires quick thinking, strong prioritisation, and the ability to keep delivery moving at pace while still maintaining control and quality. I’m also fortunate to work with a great technology team and strong operational colleagues, which makes a real difference in turning ideas into practical solutions and delivering the best results for the business and our clients.
Q. What are the challenges facing your business right now, and how are you working to overcome them?
The key challenges are balancing increasing demand for efficiency with maintaining quality and control, alongside integrating new technologies safely and at pace.
The focus is not just on deploying technology, but doing so in a way that is scalable, secure, and delivers measurable business outcomes.
Our main areas of focus:
- Using AI in the right way
AI is an opportunity for us, but we have spent a lot of time making sure we use it in the right way. It is not about implementing AI just to tick a box or because everyone is talking about it. It has to be the right fit, solve a real problem, and deliver a clear return for our people, our clients, and the business. We also have to remember the type of clients we support. Many of them are coming to us following an accident or a claim because they need help and reassurance, from a real person – not just an automated AI agent. This is particularly important in the claims environment, where technology should support customer outcomes rather than replace personal interaction altogether. For us, AI is there to assist and support decision making, not to become the decision maker. That means being clear about where it can help, where it should not be used, and what checks need to be in place before any deployment.
- Keeping cyber security front and centre
Cyber security has to stay right at the front of everything we do. The pace of change is fast, and in the claims industry, threats are becoming more convincing and more targeted, especially with AI now being used in the wrong way by attackers. Some emails and messages can look completely genuine, so it is not just about having good systems in place; it is also about keeping people aware, asking the right questions, and making sure we keep improving how we monitor and respond. We have already made, and continue to plan, real financial investment in cyber security because it is an area we cannot afford to stand still on. Having a strong cyber team in place is also key, as they help make sure we are not only putting the right tools and controls in place, but also building the right culture and level of awareness across the business. It is about making sure we can keep moving forward with technology, but do it in a way that protects the business.
Q. If you could go back to the start of your professional career, what advice would you give yourself?
I would probably tell myself not to panic if the career path does not look perfectly mapped out from day one. I started with an accounting background and somehow found my way into IT – which was not exactly the plan, but thankfully it turned out to be the right move. Sometimes the route you did not expect is the one that teaches you the most.
I would also say do not be afraid to get things wrong. Things will go sideways now and again but if you have tried, you have learnt something. Spending time in a Service Desk support role also taught me a very important lesson: do not just tell a user to “reboot” and expect them to thank you for it. Users hate that. It taught me to listen properly, understand the issue, and remember that technology is only useful if it actually works for the person trying to use it.
The other thing I would tell myself is not to think you have to do everything on your own. You definitely need strong shoulders in technology, because it is not for the faint-hearted and there are plenty of ups and downs along the way. But that does not mean you have to carry everything by yourself. Use the knowledge, and experience of the people around you. I have built a strong team, and I know the best results come when you trust that team and work together. Trying to carry everything yourself might sound heroic, but in reality, it is just exhausting and usually not the best way to get things done.
Q. What are your key predictions for the industry in 2026 and beyond?
For me, the biggest challenge will be keeping up with technology without getting carried away by every shiny new thing that appears. At the same time, cyber security has to remain front and centre, because the more we use new technology, the more important it is to protect the business, our clients, and our people.
- Technology will keep moving faster
Technology is not going to slow down for any of us, so the businesses that do well will be the ones that can keep up but still make sensible decisions. It is not about jumping on every new tool or trend; it is about knowing what will genuinely improve outcomes and add value.
- AI will become part of normal working
AI will stop feeling like separate projects and start becoming part of how we work every day. The opportunity is huge, but only if we use it properly. Across claims and legal services, there is real potential to remove administrative effort and help colleagues spend more time supporting customers. It still needs clear boundaries and a proper reason for being there – not just because someone has said, “you need AI”. We should use AI where it will help, not where it will hurt.
- Cyber security will become even more important
Cyber security will have to stay right at the centre of it all. As technology, AI, and automation become more embedded, the risks will keep changing too. Threats are getting faster, more convincing, and more targeted, so businesses cannot afford to stand still. We will need to keep investing in the right tools, the right people, and the right awareness across the business.
Technology should make things better, not just louder. But keeping up does not come for free, especially with AI already sending software and hardware costs in one direction – and sadly, it is not down. We are lucky to have business investment in technology, because if you want to stay secure, and use these tools well, you have to be prepared to back it properly.
Q. What made you want to work in this sector?
I would love to say there was a grand plan, but the honest answer is that I fell into it. My first full-time role was in a law firm, and that was really where I started to understand how interesting, busy, and complex the sector could be.
What appealed to me was that no two days were the same. There were people, processes, clients, data, regulation, and technology all needing to work together, and that created plenty of opportunity to solve real problems and make things work better.
Over time, I realised it was a sector where technology could make a genuine difference, not just in the background, but in how teams work, how claims are managed, and how outcomes are delivered. At Carpenters Group, we have both insurance services and legal services operating within the same business, which gives us a broad view of the claim’s lifecycle. From a technology perspective, this unique view creates scope to support better outcomes across the claims journey because we understand the challenges and opportunities that exist on both the insurance and legal sides of the process. So, while I may have fallen into it, it turned out to be a pretty good place to land.
