MorganAsh appoints Consumer Duty Consultant

Support services provider MorganAsh has announced that it has appointed customer experience (CX) and customer vulnerability specialist James Edmonds as a Consumer Duty consultant.

Edmonds will be working closely with the senior team at MorganAsh to support the company’s customer vulnerability proposition, and to help more firms across different financial sectors to implement MARS – the MorganAsh Resilience System – as a key part of their customer journey. He has a wealth of experience in managing customer vulnerability from both inside financial services organisations, as well as in interpretating the FCA’s regulations – to enable businesses to be compliant and achieve a competitive advantage.

He has operated in CX and strategy roles across financial services for nearly two decades, having worked for established brands such as L&G, RSA, More Than, JUST, James Hay and Nucleus. Alongside starting his own consultancy Duty CX, James is commercial director at Investor in Customers, focusing on growth and strategic development of its Consumer Duty and CX propositions.

With IIC, James worked closely with Andrew Gething and MorganAsh, launching a new partnership to incorporate customer vulnerability data from MARS into IIC’s suite of Consumer Duty reports. This provides firms with more detailed outcome reports that are correlated for consumer characteristics and meet both the evidence and reporting requirements of Consumer Duty.

Andrew Gething, Managing Director of MorganAsh, added: “Having known and worked with James for several years, I know his expertise and insight will be hugely valuable as our MARS platform and our wider proposition helps more firms navigate both Consumer Duty and customer vulnerability. Firms across a variety of financial sectors are realising just how critical it is to have the right technology and robust data to not just meet their regulatory requirements, but to deliver a service that meets the demands of their customers.”