Gerald is an experienced financial services professional, specialising primarily in automation, operations, customer service and end-to-end customer experience improvement. Today he is accountable for leading a team that are developing, deploying and running new Intelligent Automation capabilities for Lloyds Banking Group. This includes RPA (Robotic Process Automation), Virtual Assistants and Intelligent Products – extracting meaning from unstructured data via speech to text, OCR and text analytics. 

Gerald has spoken at a number of conferences and panels, sharing his experience and learnings whilst also hosting numerous reference visits to support other companies from a wide range of industries. The sessions cover how to overcome the challenges of deploying new capability at large scale and also how to drive real business value in a federated operating model. 

Gerald is a qualified in a number of improvement disciplines, including Lean and Six Sigma, and holds a post graduate qualification in Customer Service Leadership from Warwick Business School.