14 September 2016
|Time:||9:00am – 4:30pm|
About this event
Digital innovation is fast becoming one of the most important considerations for mortgage lenders, but how far can the industry actually progress? How can we advance the profession in line with customer expectations and needs whilst still delivering high-quality and low-risk services?
This one-day conference explored the advantages, challenges and possibilities of making technological advances in the mortgage market. Delegates heard from a wide range of speakers, including three lenders who presented case studies on how they are making successful strides into the digital arena.
- Digital journeys and customer behaviour
- Barriers to digitisation
- Creating and managing digital identities
- Cyber resilience: Trends and fraud prevention
- Practical applications of technology
Key takeaways from this event
- Open banking gives the consumer control over who they share their data with and improving choice will only help to stimulate innovation and competition. It will will enable customers to share data and manage their accounts with multiple providers through a single digital app by early 2018. (Source: Competition and Markets Authority)
- Millenials are driving the change online, as digital is their preferred consumer choice. The challenge is attracting Millenials and keeping existing customers.
- To this end, lenders need to think laterally about how they can innovate and keep their customers throughout the life of their mortgage.
- Lenders need to consider how far they can actually go online and what the customer's journey will entail. Can the customer journey be shortened, as 49% of British customers say getting a mortgage takes too much time? (Finanacialreporter.co.uk, 19 August 2016)
- Digital innovation shouldn't diminish traditional channels, as there will always be a need for alternative processes.
- New technology will almost certainly change the landscape for advice and regulation.
*This event was closed to press*
|0915 - 0945||
Registration and refreshments
|0945 – 0950||
Welcome and introduction
|0950 – 1020||
|1020 – 1050||
Embracing the digital future: How traditional lenders can meet the challenge of new digital banks
|1050 – 1110||
Technology, regulation and advice
|1110 - 1140||
|1140 – 1200||
Digital journeys and customer behaviour
|1200 – 1230||
Game changers: Open banking
|1230 – 1300||
Creating and managing digital identities
|1300 – 1400||
|1400 – 1430||
Moving into the digital space
|1430 – 1600||
Practical applications of technology
This session will explore three existing examples where mortgage providers have successfully integrated technology into the lending process
|(1430 – 1450)||
How far can you go online? The omni-channel lender perspective
|1450 – 1520||
|(1520 – 1540)||
The light is always on: How to transform the branch network
|(1540 – 1600)||
Breaking new ground: Digital advances at a challenger lender
|1600 – 1620||
The impossible dream?
|1620 – 1630||
Chair's closing remarks
Chair: Tracie Pearce
Head of Mortgages, HSBC Bank plc
Tracie Pearce is Head of Secured Lending at HSBC, with responsibility for UK mortgage lending. Tracie has worked in the mortgage industry for over 20 years having started her career in the Specialist Lending market at Sun Bank. She has held various roles across IT, Operations and Product and is now proudly leading HSBC's expansion into the intermediary market.
Global Head of Financial Services, Unisys
Eric Crabtree serves as Unisys’ Global Lead of Unisys Financial Services vertical industry group, his primary focus being to deepen customer engagement/partnership and build a cohesive strategy across the world-wide financial services vertical.
Eric brings more than 20 years of experience in developing and delivering multi-channel financial-services solutions. He most recently served as a managing director of omni-channel banking at Royal Bank of Scotland. Eric previously held senior executive leadership positions at Barclays Bank and Washington Mutual, and founded an advisory and consulting firm focused on the financial services industry.
Head of Programme Management, Metro Bank PLC
Chris leads Metro Bank’s mortgage, technology, strategy and implementation programme. He has 17 years' experience in the Financial Services Industry, including several successful start-ups and has held a number of senior roles in high-growth mortgage businesses. Chris is passionate about technology and innovation and how it can be harnessed to create frictionless, value added, customer journeys and outcomes.
Chris has a Masters in Financial Services Management and wrote a thesis on the impacts of regulation on First Time Buyers. He is also CeMAP qualified.
Managing Director, Berkeley Research Group (UK) Ltd
Tony is a Managing Director with Berkeley Research Group. He has 35 years’ experience in the financial services industry of which 28 have been in mortgages. Industry roles have included chief executive and head of retail banking positions for major retail and mortgage firms. Before joining BRG, he worked in financial services leadership advisory roles with two leading international consulting firms where he was a leading advisor on mortgages.
Tony was a Vice-President and a member of General Council with the European Mortgage Federation 2006 – 2009 inclusive and is also a former Chair of the Irish Mortgage Council. He has spoken extensively on mortgage topics in the UK, Europe and the USA.
He holds an MBA from University College Dublin, a Chartered Banker MBA from Bangor University and is a Chartered Director, Chartered Banker, & Chartered Marketer.
Interim Head of Policy and Engagement, GOV.UK Verify, Government Digital Service, Cabinet Office
Matt Parsons is Interim Head of Policy and Engagement for GOV.UK Verify, responsible for promoting GOV.UK Verify within government, and for bringing a wide range of digital services on board. He has a clear understanding of the benefits that secure, straightforward identity assurance can bring to digital services and, most importantly, their users.
Matt joined Cabinet Office in 2014 and is an expert in stakeholder engagement with experience in project management and business analysis in the charity, private and public sectors.
Business Development Director, Barclays
Karen Prodger is the Director for strategic business development for Barclays Mortgages. She leads on digital and propositional development for Barclays and her career in the retail lending and small business lending industry spans 5 years. It’s an industry she is passionate about, which in her words, ‘supports and services customers at key life moments, of buying their home or setting up a business’.
Prior to Barclays, Karen was a senior practice consultant for Booz & Co , where she worked globally for 5 years across major Financial Services and Retailers, bringing together best practice implementation in customer proposition, process and technology.
Her previous career, spans marketing, commercial and innovation leadership roles at Dyson Ltd, PepsiCo and British Airways.
Industry Engagement Manager, GOV.UK Verify, Government Digital Service, Cabinet Office
Livia Ralph, in her role as Industry Engagement Manager, is responsible for engagement with the wider private sector. She leads on projects that look at the adoption of the GOV.UK Verify model of digital identity within the private sector context, development and take up of digital identity products and growth of the identity ecosystem.
Livia joined the Cabinet Office in 2014 from a technology trade association where she was responsible for delivering a defence focused programme. She has a wealth of stakeholder management and project management experience both in the private and public sector.
Head of New Business Development EMEA, Sandstone Technology
Colin has over 30 years of experience in IT Development and New Business Sales in the Financial Services sector. Prior to joining Sandstone in 2008, he held senior New Business and Account Management roles at Certegy, Eontec, EFunds and The Software Partnership Ltd.
Colin has been instrumental in growing Sandstone’s client base and partnership relationships in the UK and Europe and has a long track record in the deployment of digital and online solutions into global financial organisations.
Head of Nationwide NOW, Nationwide
Darren Shaw joined Nationwide Building Society in 2000. Having had a successful career in the Branch Network in a variety of roles up to area director level, Darren was appointed Head of Nationwide NOW in July 2014. He is accountable for the oversight of the Nationwide NOW Remote Sales Channel working closely with the Branch and Retail networks.
Chief Risk Officer, Atom Bank
Chris Sparks joined the Durham based Atom Bank in October 2015 as Atom’s Chief Risk Officer. Prior to joining Atom Chris had spent over twenty years in financial services working both in the UK and abroad holding senior positions in risk and finance at a number of firms including HSBC, RBS, GE and Virgin Money.
Claire Sunderland Hay
Head of FinTech Accelerator, Bank of England
Claire Sunderland Hay is the head of the Bank of England’s FinTech Accelerator. In this work, she heads up the Bank’s engagement with FinTech firms. Prior to this role she was Private Secretary to the Deputy Governor for Financial Stability. Claire joined the Bank from the FSA, and is a qualified accountant with experience in corporate finance.
CEO, Money Dashboard
Steve Tigar has helped Money Dashboard secure a significant round of equity investment, establish multiple revenue streams, grow the user base to over 100,000 and develop innovative new products. Prior to this, Steve was Managing Director at a high-growth property tech business and also had a successful career in advertising where he was responsible for developing brand advertising campaigns that worked.
Global Chief Technology Officer, EDM Group
Spencer is responsible for architecting EDM’s Axis platform which integrates leading edge; Digital Mailroom, Intelligent Capture, Content Management, Business Process, Enterprise Search, Smart Data and Output Management technologies as a single end to end platform as a service. He spends the rest of his time with major clients understanding their needs to ensure that EDM Group is a leader in delivering Enterprise Information Management solutions for customers such as Nationwide and HMRC to whom, along with many other customers, EDM are considered trusted advisors in digital transformation. In the Mortgage market Spencer is the executive sponsor of EDM PRISM, EDM’s property risk hub helping automate the mortgage process.
EDM Mortgage Support Services supports UK lenders in their journey to the digital future. EDM software products automate processes and help more than 25 UK lenders securely exchange data with other UK mortgage market participants including valuation professionals, conveyancers, brokers, receivers and data providers. To discover how EDM PRISM is helping a leading UK lender give customers a Decision in Principle on UK properties in less than a minute watch our short video.
Fiserv, Inc. (NASDAQ: FISV) enables clients to achieve best-in-class results by driving quality and innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimisation. For more than 30 years, Fiserv has been a leader in financial services technology, and today is among FORTUNE® magazine's World's Most Admired Companies and Forbes magazine's America's Best Employers. To learn more about how Fiserv is revolutionising UK financial services with AgilitiTM visit www.fiserv.com
Money Dashboard is the UK's most popular personal finance app that takes the hassle out of budgeting for over 100,000 consumers. We have recently launched an exciting new mortgage affordability tool that will allow a consumer to produce highly accurate and verified assessment of their affordability in 4 quick, simple, steps. This information can be used by those trying to understand what they can afford to borrow, or when the time is right, shared with a broker or lender to create a frictionless mortgage application.
Registers of Scotland (RoS) is the government department responsible for compiling and maintaining registers relating to land, property and other legal documents in Scotland. RoS records and safeguards the rights of the individual whilst providing open and efficient access to important information on the registers.
Nearest tube stations:
Southwark (Jubilee line)
Waterloo (Bakerloo, Jubilee and Northern lines)
Blackfriars (Circle and District lines)
Nearest overground stations:
Blackfriars, Waterloo and Waterloo East
Presentations from the day are available below for attendees. Click on the links to download the presentations in pdf format.