Q1: What’s your most memorable career achievement?

Over the years, the role of an operations leader has expanded well beyond traditional delivery to include change and transformation, creating real opportunities to shape the customer experience. Across multiple roles, and now at Marshmallow, I’ve been able to influence the digital motor claims journey.

In a heavily regulated industry, every step must meet FCA requirements, vulnerable customer considerations and fair treatment principles, while still feeling effortless for the customer. Claims is the moment of truth, when the promise of insurance is tested. Being able to navigate that complexity while genuinely improving the experience when it matters most is something I’m really proud of.

Q2: What has been the most valuable piece of advice you’ve received?

The most valuable advice I’ve received is: “Just because you can doesn’t mean you should.” It’s a principle at the heart of the leadership development book I’m writing, Lead by Doing Less. Leadership isn’t about having every answer or always stepping in. It’s about creating space for others to grow, take ownership and succeed. Sometimes, our greatest impact comes from doing less, with greater intention.

Q3: What has been the key positive and/or negative impact of change in your area of the market?

I’m genuinely excited to see how autonomous vehicle technology develops across the UK. It has the potential to transform how insurers understand and underwrite risk, shifting liability from the driver towards the technology and requiring claims processes to evolve with it. It feels like one of the few developments on the horizon that could truly reshape our industry, rather than simply refine how we work today.

Q4: If you were not in your current position, what would you like to be doing, and why?

I’d be a psychologist. I’m fascinated by human behaviour, what shapes our choices, the patterns behind our decisions and what may be happening beneath the surface. Understanding the complexities of the human mind and using that insight to make a meaningful difference would be an incredibly rewarding, if slightly more dramatic, alternative career.

Q5: What three items would you put on display in a museum of your life, and why?

A photograph from one of our family motorhome adventures, as a reminder that some of life’s best moments come from stepping away from the plan and enjoying the journey together. A framed copy of the poem written in memory of my grandmother, Annie, representing where I come from, the people who have shaped me and the importance of keeping their influence alive.

Finally, a copy of my book Lead by Doing Less, when it’s finished! It captures what I’ve learned about leadership, growth and the courage to let go, and reminds me that our greatest impact doesn’t always come from doing more, but from creating space for others to succeed.

Q: What three guests would you invite to a dinner party?

George Michael, for the chance to hear the person behind the music talk about creativity, identity and the experiences that shaped him. Dr Julia Shaw, a criminal psychologist whose work explores memory, behaviour and why people do what they do. I suspect I’d have enough questions to keep us talking well beyond dessert. And Peter Kay, for his warmth, observational humour and unmistakably northern perspective. Every dinner party needs someone who can make the whole table laugh.