Press release

PA Consulting welcomes Caroline Wayman as a partner in Financial Services

25 August 2021


Caroline Wayman joins PA Consulting (PA), the consultancy that’s bringing ingenuity to life, as a partner in its Financial Services practice to further expand PA’s Risk and Regulation capability. She will leverage her considerable skills and experience to help our clients tackle their biggest conduct issues and to undertake transformational change, putting customers at the heart of their businesses and driving shareholder value.

Prior to joining PA, Caroline led the Financial Ombudsman Service as Chief Executive for nearly seven years. She led significant transformation and modernisation, responding to customer needs and unprecedented challenges during the pandemic. Having overseen the handling of hundreds of thousands of disputes, across the full spectrum of financial services, Caroline brings a unique perspective on customer and conduct issues in financial services in the UK. Before she was CEO, Caroline was Legal Director and Principal Ombudsman at the Financial Ombudsman Service and led the policy and operational response on many high-profile issues, including PPI and before that, Mortgage Endowment mis-selling.

Caroline spent her early career in the insurance industry, joining the Insurance Ombudsman Bureau in 1999. Caroline was appointed to the board of the Crown Prosecution Service in June 2018 and she joined the Board of Governors at Nottingham Trent University in September 2020.

PA’s Financial Services experts combine deep knowledge of banking, insurance, pensions, private equity and asset management with expertise in risk, regulation, strategy, technology, digital and innovation to help clients adapt, transform and succeed. Our experts help global banks and insurance companies take technology-enabled and adaptable approaches to risk management which keep the customer at the centre. Recent client work includes helping Aviva turn data privacy rules into an opportunity to strengthen customer trust, helping AIB develop a strategic cyber security partnership to drive growth, work with Första AP-fonden to better manage risks in an uncertain world, and help OneSavingsBank use crisis simulation to strengthen operational resilience.

David Biggin, Risk and Regulation lead at PA Consulting, said: “I’m excited for Caroline to be joining our growing financial services practice to support and expand PA’s Risk and Regulation capability. Her experience in the sector and extensive network will greatly impact the support we can give to our clients to respond to today’s conduct risks, undertake transformational change and to put customers at the heart of their business to deliver shareholder and stakeholder value.”

Caroline added: “I am delighted to be joining PA as a partner in the Financial Services team. I have been so impressed by the innovative and forward-thinking approach of PA and the talent of its people. Fundamentally and importantly, the supportive and progressive culture at PA is more than evident and its inclusive values align very much with my own. I look forward to bringing my skills and experience together with PA's to help businesses put customers at the heart of their decision-making. It’s a great time to be joining PA and I am looking forward to an exciting future together.”

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