Novia Financial, the adviser-focused platform business, has appointed Lucy Bristow as its first ever Chief Customer Officer, with immediate effect.

As Chief Customer Officer, Bristow will oversee the customer experience teams across Novia and Wealthtime and will focus on delivering exceptional service to advisers. Bristow will report directly to CEO Patrick Mill.

The creation of the new Executive level role is a key component of the business’s comprehensive programme of enhancements, which is already starting to deliver increased capability and overall proposition improvements. CEO Patrick Mill has made clear his ambition to transform the business so that it is at the forefront of the next generation of platforms, which are set to revolutionise the UK market. This latest appointment, and that of Eden Scrivenger as Chief Technology Officer in September last year, will ensure the business delivers on Mill’s ambitions for great service, true digitisation, and deeper connectivity.

Bristow moved to Novia from the Wealthtime platform in March last year to take up the role of Strategic Partnerships Director with responsibility for senior relationships with strategic adviser partnerships across the Group and she had more recently stepped into the role of People Experience Director. To support Bristow, Nicola Clark, who previously worked at Novia’s sister platform Amber, rejoins the business as customer service transformation lead. Clark will look after the customer service executive team and will report into Bristow.

Patrick Mill, CEO at Novia, said: “We intend to be at the forefront of next generation platforms, and that requires next generation thinking on servicing too. Lucy stepped up to the challenge taking on a wider customer experience role at the end of last year and was hugely successful. She has a wealth of experience and understanding having worked with advisers on both platforms, which is exactly what we need to deliver on our service optimisation and scalability ambitions.”

Commenting on her new role, Bristow said: “We’re focused on transforming how we serve advisers and their clients, and we understand that every contact point should be simple and seamless. I’ll be working closely with advisers to understand how we can quickly and efficiently deliver what they need to be able to better service their clients.”

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