End User Advisory Council
The End User Advisory Council advises and challenges our board to ensure that the needs of end users, now and in the future, are correctly understood and addressed in our work. The group has early insight into our thinking and proposals, so is able to influence plans and ideas at an early stage.
Importantly, this enables the council the opportunity to provide guidance and advice regarding how wider engagement should be approached with end users and their representatives. You can find a list of current members below.
Members
Anna Bradley
EUAC Chair
Anna is a senior independent non-executive Board member of Pay.UK and Chair of the End User Advisory Council. She has a background in regulation, policy and consumer advocacy across a variety of sectors. She is currently a Board member of Age UK, a member of the Zurich Financial Independent Governance Committee, Chair of the Southern Water Customer Challenge Group, and Chair of the Rail Safety Standards Board.
Paul Grout
EUAC Member
Paul is the Senior Advisor for Competition at the Bank of England, Emeritus Professor of Political Economy at the University of Bristol, and a Research Fellow of the Centre for Economic Policy Research (CEPR). He was a Non-Executive Director of Ofgem for 9 years (which included chairing regulatory committees and a member of the Audit and Risk Assurance Committee and the People and Remuneration Committee). Paul was also chair of the Gambling Commission’s Expert Advisory Group. Paul has advised many major international companies, and public and industry bodies, and has given addresses at leading international institutions including OECD, European Commission, World Bank, United Nations, and European Investment Bank.
Scott Johnson
EUAC Member
Scott is the Chief Executive of Johnson Duncan & Co Ltd, a construction and project management company, He is also a Director at Investors in People and is a Director at Waverley Excursions Ltd. Previously he was the UK Commissioner for Employment & Skills, and a member of the Small Business Council in the UK Government, leading on access to finance issues for SME’s. He conducted the “Scott Johnson” review of apprenticeships in 2014.
Pinar Koygun
EUAC Member
Pinar is Head of Payments business development at The Hut Group across the company’s retail business of 40 global brands and the ecommerce technology platform; Ingenuity. She and her team are responsible for enhancing the global payment proposition for the company, creating a seamless payment journey, and ensuring right payment selection with the right information is provided to B2B and B2C users while selling or shopping online. In her previous role at Amazon she headed Amazon Money Store (a marketplace of payment options) propositions in the UK and Europe; also Amazon’s Shop with Points loyalty program in the UK. She focussed on B2B2C value creation, enhancing shoppers’ card application process using machine learning and initiated a partnership with a technology platform to improve customer experience in the UK, alongside new European market and product launches. She is passionate about pay-tech; new alternative payment methods and has a customer-centric approach.
Mark Loch
EUAC Member
Mark is Customer Propositions Director across the digital Tesco estate. His team is responsible for developing world class propositions and an unbeatable customer experience across all digital platforms (online, web, app) to enable Tesco to serve customers brilliantly in this growth area of the business. In his previous role across Tesco, Mark led Payments across the Business and was also responsible for spearheading the rapid growth of various functions including Gift Cards, ATMs, Travel Money and International Money Transfer within Tesco Bank. An expert in customer experience and digital transformation, Mark has experience across a number of organisations including Accenture, Barclays and IMG.
Jo Oxley
EUAC Member
Jo is Head of Government Banking and Assistant Paymaster General. She has over 20 years’ experience working across both the private and public sector with particular strengths in change management, programme delivery and senior relationship management with particular interest and experience in the digital, payments, commercial and IT arena. A keen advocate of talent management, Jo actively mentors and coaches colleagues across government and brings with her an enthusiasm for change, continuous improvement and innovation.
Helen Parker
EUAC Member
Helen’s career has been spent championing consumers’ interests, first in executive roles and now as a non-executive. She was a member of the senior leadership team of Which? for more than a decade – as Editorial Director, then Policy Director and finally Deputy CEO. Helen now has a number of non-executive roles. These include being Deputy Chair of the Financial Services Compensation Scheme, and a member of Aegon’s Independent Governance Committee, whose role is to challenge the company on the value for money offered to its two million workplace pension customers. She is also a member of the Office of Rail and Road’s Consumer Expert Panel, and a national Committee member of Health watch England.
Ajit Ramachandran
EUAC Member
Ajit is Fintech Business Segment and Product Leader at Intuit, where he currently drives Intuit’s push into Fintech for multiple non-U.S. markets with a particular focus on the UK. Ajit and his team are responsible for Commercial and Product outcomes drawing across the QuickBooks Money portfolio to create delightful outcomes for a range of businesses ranging from sole traders to small and medium businesses. Previously Ajit was Commercial Director and Chief Product Owner at Barclays, within their Payments business where he led their international expansion efforts into the U.S. and Europe. Ajit brings a strong focus on customer-driven innovation and passion for helping small businesses prosper. Ajit holds an MBA from the Kellogg School of Management at Northwestern University (U.S.)
Anne Van Schrader
Anne is General Manager at Uber Payments UK, the new payments entity that is set up to support Uber UK’s platform users, earners and partners. She is a commercial business leader and Non-Executive Director. Anne’s expertise lies in digital payments, specifically in creating and implementing high impact strategies to enable the adoption of consumer products and solutions.
She has held a number of senior and executive positions and successfully managed and established Visa Europe’s Digital payments and Innovation business. She is on the board of Eedenbull, a Norwegian fintech specialising in B2B payments and has also recently worked with the CEO and board of UK Power Networks to challenge its Customer Engagement strategy with a specific focus on the role of Digital in better serving UKPN’s customers during its transition to Net Zero in 2050.
Anne started her career working at Exane BNP Paribas in Trading & Arbitrage Research before moving onto 20th Century Fox and then for Deutsche Telekom and Visa Inc in a number of senior roles where she was responsible for driving sizable P&Ls and launching new consumer propositions and solutions to market across large regional footprints.
Jashan Sidhu
Jashan is a highly skilled operations leader with over 20 years’ experience in designing and implementing operational strategies and policies that deliver against the customer experience and commercial objectives of FTSE 100 brands. She has extensive experience in leading large cross functional teams within the telecommunications industry, specialising in Billing Operations, Customer Payments, Credit Risk, Fraud & Collections. An inspirational communicator, Jashan focuses on creating environments for positive change and transformation, reducing customer effort without compromising on customer experience, security, or compliance. She is passionate about developing people and helping organisations to do this, by creating diverse and inclusive environments for people to shine and feel safe.
Jane Vass
Jane is an independent consumer consultant with a special interest in ageing. Until March 2020, she was Director of Policy and Research at Age UK, having joined Age UK’s predecessor, Age Concern England as Financial Services Policy Adviser in 2006. She previously worked for the Consumers’ Association, was a member of the Financial Services Consumer Panel and a Council Member for the Ombudsman for Estate Agents scheme. She is also a Governor of the Pensions Policy Institute. Jane received an OBE for her services to consumers of financial services in 2015.
Claire Whyley
Claire is a professional researcher and policy analyst, focusing on consumer behaviour and decision-making, consumer protection and consumer-focused regulation. She specialises in user-led, evidence-based and impact-focused policy development, across a range of markets, with a particular interest in vulnerable and excluded consumers. Claire holds a number of non-executive roles including the Competition and Markets Authority Panel, Civil Aviation Authority Consumer Panel, the Independent Panel of the Water Redress scheme (WATRS) and SGN’s Customer Engagement Group, and the Finance and Leasing Association Lending Code Board.
Sian Williams
Sian is the CEO of Switchback, a London-based resettlement charity supporting young men leaving prison to build rewarding, sustainable lives. Formerly Director of Policy and Innovation at the East London charity Toynbee Hall, leading community and systems change work to increase equality and financial inclusion. She was a member of the Payments Strategy Forum and chaired the End User Needs Working Group, including Request to Pay and Confirmation of Payee. Sian sits on a range of industry advisory groups, is a Financial Inclusion Commissioner, a member of the Payment Systems Regulator’s Panel and is a trustee for the Money Advice Trust.
End User Advisory Council advice notes
Implications for end users on the delivery approach for the New Payments Architecture
The End User Advisory Council provided an advice note to the Pay.UK Board in August 2020 discussing potential implications for end users from Pay.UK’s engagement with regulators on the delivery approach for the New Payments Architecture. The note can be downloaded below.
Contingency Reimbursement Model fee change request
In November 2019, the End User Advisory Council discussed the outcome of Pay.UK’s consultation on the proposed ‘Contingency Reimbursement Model’ fee change request. As a result of that discussion it sent an advice note to the Pay.UK Board, which Pay.UK responded to. That note, and the response, can be found below.
Advice note from the Pay.UK End User Advisory Council to the Pay.UK Board
Chief Executive Officer’s response – EUAC advice note on APP fraud