James Kershaw

Partner, Customer Experience
Strategy, Leadership & Innovation

Technical Skills
  • Strategy development
  • Commercial leadership
  • Business strategy
  • Customer experience
  • Product strategy
  • Go-to-market
  • Retail Banking
  • Financial Services
  • Fintech
  • Lending
James Kershaw

James Kershaw has over 20 years of experience as a retail banking and payments expert, helping market-leading banks across the consumer, SME, premium and wealth segments to innovate and digitally transform.

He has honed his commercial acumen across a spectrum of roles. He specialises in injecting new strategic direction that advocates customer focus and drives sustainable value in the face of unprecedented disruption. With a strong background in project and people leadership, James energises teams – bringing everyone together to execute efficiently and effectively.

James supports you in making the right tactical decisions as technology, customer expectations, and the regulatory landscape rapidly shifts. He has led multiple strategic growth initiatives, product innovations and portfolio management solutions across the UK, Europe and US.

He has proven experience in helping a range of clients address these complex business challenges, including payment schemes, large retail banks, tier 2 banks, challenger banks, FinTechs and other new entrants.

James brings a high degree of personal commitment to all projects and is extremely results-orientated. However, he also believes in supporting colleagues to ensure that the journey is as rewarding as the destination.

Key achievements include:

  • Go-to-market strategy for a suite of new global payment initiatives
  • Bespoke Voice of the Customer (VOC) programmes, designed to shape business strategy and transformation projects
  • Strategic launch of a new lending business for a challenger brand looking to enter the revolving credit market
  • Numerous market evaluation and entry strategies for driving incremental revenue growth
  • Led several product/portfolio optimisation projects, to improve business ROI metrics and customer outcomes
  • Validation of new business ventures in the fintech space

James is an ambitious executive with an infectious ‘can do’ attitude and a proven track record of taking accountability and delivering against stretching targets.

James can help you with:

  • New venture development/scale-up
  • Voice of the customer programmes
  • P&L/portfolio optimisation
  • Business transformation (Lean six sigma accreditation)
  • Proposition development
  • Go-to-market strategies
  • Analytics and financial modelling

Some of James’ experience: