OSB Group has hired Kelly Iles in the newly created role of group customer & Consumer Duty director.   

The lender, which includes Precise Mortgages, InterBay and Kent Reliance, says Iles “will have responsibility for ensuring all customers across the group remain a central focus as well as supporting the businesses ambitions”.   

She reports to the group’s managing director Jon Hall.  

Iles joins from investment manager M&G, where she worked for almost six years, leaving as director of customer experience, journey management and digital enablement.  

She has also held senior roles at energy firm npower, Virgin Money and Lloyds Baking group in a 25-year career.  

Hall says: “Positive customer outcomes are absolutely vital and central to everything we do and with Kelly onboard I’m confident with her wealth of expertise across strategy, delivery and insight that we will continue to innovate and adapt our service to meet the multiple and sometimes complex needs of our customers.    

“Kelly is joining us at a pivotal time and her proven track record in transformational delivery and experience in helping build a future-proofed customer agenda will be key milestones in helping our customers, colleagues and communities prosper.”  

Iles adds: “I am incredibly passionate about inspiring others to identify opportunities to improve the overall customer experience, delivering the right improvements that will make a difference to the lives of our customers.”