Lucy Carruthers

Enigma
DISC Type : dci

Channel Insights, Senior Manager at Nationwide Building Society

Swindon, England, United Kingdom

Overview

Lucy Carruthers is a customer experience and insight specialist managing channel performance at Nationwide Building Society. With an MBA and a Certified Scrum Product Owner certification, she designs engaging digital propositions. Colleagues describe her as diligent, committed, and professional, with a keen attention to detail.

Based on her interest in publications like the Harvard Business Review, she likely follows high-level business and management strategies outside of her direct responsibilities.

She has progressed through multiple senior roles within Nationwide, including leading Open Banking, Membership Propositions, and Product Ownership for the mobile banking app.

Personality Overview

Challenger

Fast Follower

Hard To Convince

They can sound friendly and charming but can quickly change gears to become inquisitive and probing  They are generally strong communicators and are not easy to convince. They are likely to ask many questions and look heavily for supporting proof as well as information.

Topics They Care About

Customer Experience
Her entire career focus is on understanding customer needs to design digital propositions that drive loyalty and deepen relationships.
Digital Banking Channels
Has extensive experience as a Product Owner for mobile banking apps and as a Senior Manager for Open Banking operations.
Performance Insights
Her role centers on insight and performance management, utilizing data to understand and optimize digital channel effectiveness for the business.

Media Appearances

Lucy has no verified media appearances

Work History

8-2025
Channel Insights, Senior Manager at Nationwide Building Society
11-2022 - 9-2025
Senior Digital Insight and Performance Manager at Nationwide Building Society
3-2019 - 2-2023
Product Owner for Mobile Banking App and Internet Bank at Nationwide Building Society
1-2018 - 3-2019
Senior Manager for Open Banking at Nationwide Building Society
1-2017 - 1-2018
Senior Membership Propositions Manager at Nationwide Building Society

Education

2012 - 2014
Master of Business Administration (MBA) from University of Chester
2002 - 2003
MSc from University of Bath

More Information

Social Presence :

Prographics :

Exp : 21 Location : Swindon, England, United Kingdom Job Level : Middle Designation : Channel Insights, Senior Manager at Nationwide Building Society
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Insights For Selling To Lucy

During A Call Or A Meeting

DO's

  • Leverage 'negging', or the art of asking negative questions like "you must not be convinced yet..."
  • Build rapport slwly without rushing, it will come handy to handle hard questions later
  • Use phrases like ‘clear evidence’, ‘data-based results’ etc.

DONT's

  • Don’t try to rush them into a decision, provide all necessary information first
  • Avoid long presentations and just 'high-level' value proposition, dive into the details
  • Don’t brush off any concerns, take all questions seriously. They are easily deterred

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lucy is

  • Proven value, strong objective evidence are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Lucy

  • They are practical and friendly, but can give a clear response with a little prodding

Insights For Deal Planning

    How fast (or slow) will Lucy move?

  • They like to be detailed, so unless they develop strong conviction, they can take their time to arrive at decisions
  • Can Lucy take some risk or not?

  • They evaluate their decisions systematically and do not take risks that often, unless you can get them to develop strong conviction

You And Lucy

Personality Compatibility


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