Financial Ombudsman Service

Nausicaa Delfas

CEO of the Year, 2022 - London, United Kingdom
I am delighted to have led such a vital public service during a critical period, transforming its operation and culture, to enable it to better meet industry and consumer demands. We have cleared a major case backlog, substantially improved productivity and launched a new vision and strategy. We are changing our operating model, improving our use of digital technology, improving our communications, policy approach, and engagement, and putting in place a sustainable funding model.