ICA19 WINNER.

Chief Executive of the Year

Caroline was appointed Chief Executive of the Financial Ombudsman Service in 2014 and is responsible for setting out their vision, strategy and values. Caroline demonstrates an authentic commitment to equality diversity and inclusion (EDI) – setting an inclusive cultural tone and passionately championing EDI initiatives across the organisation. Caroline’s commitment can be seen everywhere – from writing personally to all new starters to explain the importance of fairness to the service, her involvement in service wide EDI training, supporting events arranged by the employee networks, introducing and participating in reverse mentoring and marching at London Pride. She has built a culture which empowers staff to bring their whole selves to work so they can take personal ownership for the service’s approach to EDI, informing its policies and weaving EDI into the fabric of everything the service does for staff and customers.