Steve Herbert

Steve believes the true test of customer experience isn't speed, convenience or digital journeys- it's what happens when a customer is confused, scared, vulnerable, frustrated or running out of options. As Customer Strategy Director at TLT LLP, Steve owns the end-to-end customer journey, leading customer contact, complaints, service assurance and transformation programmes supporting major financial institutions. His work sits at the intersection of customer experience, vulnerability, regulation and AI, helping organisations deliver better outcomes while navigating increasingly complex customer and regulatory expectations. Steve specialises in transforming customer operations in highly regulated environments, where trust has become an organisation's most valuable asset. He believes customer issues and complaints are more than problems to solve - they are some of the richest sources of insight for improving products, services and customer experiences. His experience spans financial servi