Craig Goold Email Address

Director of Operations

Skipton Building Society is a financial services company that specializes in financial advice, legacy planning, and insurance.

I AM PASSIONATE ABOUT OUR CUSTOMERS, PEOPLE AND INNOVATION! My leadership vision is to "through disruptive thinking... create the environment and the space to inspire brilliance" I have been having a great time at Skipton Building Society for 11 years; most recently as the Head of Customer Experience and Change Demand - a new role created in the Commercial team to align Customer Experience and Organisational Investment in creating new capabilities that make a difference for our customers and our colleagues. I am also Chairman of Skipton Business Finance - Helping SME’s in the UK realise their potential through Invoice Discounting and Debt Factoring; supporting >£1.2bn invoices per year across >750 clients. Previously I was the Operations Director leading over 300 people and processes across Mortgage and Saving. Before Skipton I worked as Head of Marketing and Business Strategy as well as Integration leader in a couple of large mergers. I have worked in Australia, Hungary and the UK and completed a Masters of Business Administration in 2004. I love building successful teams where their values and beliefs are in line with the broader organisations, aligning/creating business opportunities via strategic initiatives whilst delivering a great customer experience, and not forgetting to have fun along the way! Positive Disruption - by interrupting our ways of working and mindset I helped Skipton lean into Agile ways of working; creating 3 value streams (Mortgage, Savings and Financial Advice). By way of example... Focusing on value creation we have: Helped enable record mortgage application volumes as well as winning "Best Lender for Technology - 2022" at the Mortgage Strategy awards. Trust Pilot score: 4.6 Service Tick: 86% (Net Satisfaction) Award Winner for Disability Smart Customer Service #ourpeoplemakethedifference #customersmatter #positivedisruption #breakingpatternscreatesnewworlds be Curious, be Brave, be Yourself and make a Difference!