Sam has worked in the Financial Services industry for over 20 years and has extensive experience across Retail Banking, Operations, and strategic roles with a specific focus on transformation, customer experience and design, fraud, and business leadership.

Prior to her current role Sam has held several significant roles in Barclays including Head of West and Wales Region in Customer Care Channels, MD of Fraud and MD of Customer Advocacy, and a variety of Director roles including Customer Engagement and Design, Premier Proposition and Change, Fraud Operations, Commercial and Strategy roles.

Since joining Barclays on the graduate scheme in 1998, Sam has gained experience in sales and services, operations, front line leadership, risk management, CX, and transformation. Her experience spans UK, Europe, and US markets as well as across a variety of customer segmentations.

Sam is currently Managing Director, Specialist Customer Care (SCC) within BUK COO and member of the BUK COO ExCo.  She is responsible for c. 6,500 colleagues across 8 core locations in the UK and India. SCC supports Barclays Retail and Business Banking customers through some of the most complex conversations. Functions include, Barclays Financial Assistance, Fraud Operations, Unsecured Lending, Bereavement, Business Banking Account Maintenance & KYC, Mortgage Operations & Unsecured Lending.

A passionate sponsor of DE&I she has initiated various initiatives in pursuit of greater equality across teams and Barclays including Gender Ambition Sponsor and UK Lead for the WiN Network.  Sam is also an active member of Parkinson.org.uk.

Sam studied Politics and Sociology at Birmingham University, completed her Masters at Ashridge Business School, and she is a Chartered Member of the Institute of Personnel and Development.

Sam is married to Gordon and together they have two girls, Shannon and Imogen. Sam enjoys walking, reading, sailing, and travelling in her spare time. She was a naval reservist for 9 years but is now much more of a fair-weather sailor!