Mark Guinibert Email and Phone Number

With over 20 years Customer Advisory experience Mark was responsible for growing the UK Customer & Digital Consulting practice at KPMG. While the practice he led covered all industries & sectors, Mark main focus was on the banking sector. His key areas of experience include: leading the design & delivery of web & mobile banking solutions for retail & commercial banks, using digital (web & mobile) solutions to deliver operational efficiencies & superior customer experience, managing the implementation of multi-channel digital solutions into branch & contact centres, customer experience & customer journey assessment across multiple clients & business processes, managing the design & implementation of large scale CRM programs in retail & corporate banks, developing compelling business cases & economic assessments for complex channel & distribution programmes, & defining the mobile payment solution options for a large UK retailer. Mark was also responsible for building the KPMG Digital & Mobile Solutions team & for the acquisition & integration of the Nunwood Customer Experience business. When Mark joined KPMG in 2011 there were five consultants in the team. When he retired at the end of 2017 there were in excess of 200.Legacy: Built a scale business with a high performing team that have the capability to operate across all sectors with propositions addressing customer strategy through to operational delivery and customer experience excellence.

Following IBM’s acquisition of PwC’s consulting business in October 2002, Mark transitioned, along with all of the PwC UK consulting business to IBM. It was during Mark’s time at IBM he first took on leadership and senior management roles. It was also during this time that he developed his large-scale technology delivery experience and linking that to the delivery significant client economic value • Progressed from leading the sale and delivery of large-scale projects to the major banks in the UK to leading the Customer Relationship Management Consulting practice, sitting on the Financial Services Consulting Leadership Team and leading the Financial Markets Consulting practice.• Significant digital banking experience was gained from business case development, business & technical design and managing the successful delivery of the digital and mobile banking solution for a large UK retail bank. The whole program was delivered on-time and budget with continuous board member stakeholder management. Legacy: Took a pre-digital CRM business and transformed it into a relevant and effective digital strategy and digital delivery capability, thereby significantly growing the scale, capability and reach of the business.

Mark became a Partner in PwC’s Financial Services Consulting practice in 2000 having worked his way up from manager level after returning to the firm following completion of his MBA in 1994. Built strong career foundations in financial markets, retail & commercial banking, insurance, cost elimination, change management, customer relationship management, technology delivery and board level stakeholder management. • Sold and delivered large CRM and sales force optimisation programs to the global markets division of a global investment bank, the transaction services division of a global commercial bank, a large UK commercial bank and for the personal lines business of a large UK insurer.• Delivered cost elimination for a global investment bank allowing them to realise substantial savings in operational costs through renegotiation of fees to brokers, cancelation of non-value adding contracts & licences and operational consolidation. • Executed several customer profitability assessments; including for an investment bank’s equities division, a commercial bank and a bond sales operation. The outputs identified individual customer profitability but also the attributes of profitable clients and the correct treatment strategies to move clients from an unprofitable status into profit. Legacy: A successful transition into the partner role and start to his partnership career. Taking on the role of an active coach and mentor to his team – continuing the culture and tradition of helping others reach their potential and increasing the quality of the firm.