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ALM Media, LLC

Josh Gazes, Senior Vice President – Operations

British Gas

Jess Johnson, Head of Operational Excellence

Mosaic Insurance

Mitch Blaser, Co-CEO

Mosaic Insurance

Krishnan Ethirajan, COO

Oxford Nanopore Technologies

Jason Hendrey, Senior Director, Global Customer Services

WS Audiology (WSA)

Christof Steube, Director of Finance Excellence

Kiwi.com

Leonard McCullie, Director, Vendor Management

Kiwi.com

Petra Reiter, Vice President, Customer Services

Flight Centre

Aaron Fadelli, Business Leader

Healius Pathology

Alex Cook, Head of Finance Operations

Varo Bank

Breanna Rivers, Partner Performance Manager

Yorkshire Building Society Group (YBS)

Jessica Lockwood, Process Automation Manager

WS Audiology (WSA)

Sharang Patil, Director of Group Finance Excellence

Priya Madan Mohan, VP for Group Accounting & Controlling

United Airlines

Chris Kenny, VP and Controller

GFG Alliance

Phillip Irish, General Manager, Shared Services Delivery, Quality & Governance

Energy Australia

Steve Corden, Outsource Operations Leader

Delaware North

Christopher Lozipone, Senior Vice President and Global Business Services Head

Moneycorp

Nick Haslehurst, Chief Financial & Operating Officer

Prodigy Finance

Nico Barnard, Head of Operations

M&T Bank

Chris Tolomeo, Senior VP & Head of Banking Services

Minerals Technologies Inc. (MTI)

Khem Balkaran, CIO

Church's Chicken

Louis J. Profumo, CFO & EVP

Banking & Financial Services

2023 ISG Case Study Research: Yorkshire Building Society Boosts Productivity with Automation

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Key Points

Yorkshire Building Society sought an intelligent solution to support the consolidation of individual savings accounts while maintaining the experience for its customers and branch workers.
Recognized as a Standout Case Study by ISG, this narrative details how the financial services provider collaborated with WNS to harness automation and scale it to navigate peak volume periods.
Underscoring the transformative power of automation, ISG highlights how straight-through processing frees human resources for strategic tasks and improves customer experience.

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Yorkshire Building Society’s Process Automation Manager, Jessica Lockwood, shares how WNS’ differentiated capabilities in automation helped the 150-year-old organization build digital operations and transform its CX.

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