Ms Francesca McDonagh:

I have worked in countries and systems that have gone through cases of mis-selling or had products that did not do what was intended. Sometimes I arrived after that was identified in an industry, not necessarily in the bank where I worked. I have learned from 20 years of experience the importance of being customer-focused to drive the right outcomes, and that is the best way to grow a business, because there is a trust-based proposition for the customers, and staff feel proud and enabled and engaged in what they are doing. This worked for all of the stakeholders and it is very purposeful.