Elizabeth Oates has over 20 years of comprehensive, financial service experience driving business outcomes and building teams across customer journeys, CRM & analytics, sales management, incentives, and digital transformation. She has now leveraged her approach as an entrepreneur in co-founding Global Leader Group, one of the world’s fastest growing consultancy firms. As Global Head of Customer Management and Servicing Tools for HSBC she led the design and delivery of all CRM technology to support employee productivity and customer servicing for 65,000 users. Elizabeth previously served as the Global Head of Wealth Customer Journeys for HSBC, being subject-matter-expert and co-designer of the Customer Journey Framework leveraged by all the bank’s markets.
Elizabeth is an expert in design thinking facilitation bringing together customer and employee experiences; and has extensive experience implementing multi-channel contact strategies. She is passionately committed to helping women grow their leadership, devoting time to mentoring, speaking and community contribution.