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Edwina Townsend is a seasoned professional in customer insight and research, currently serving as Senior Customer Insight Manager at Shawbrook Bank since August 2022, where responsibilities include managing the Voice of the Customer program and conducting comprehensive research related to various banking sectors. Previously, Edwina held the position of Research Manager at OSB Group, overseeing research initiatives across the organization, and has served as a Senior Consultant at Process Benchmarking Ltd, focusing on quantitative and qualitative benchmarking in credit risk and debt management. With a background in customer engagement and service improvement at Moat Homes Limited and earlier roles in customer services, Edwina possesses strong expertise in qualitative research methodologies. Educational qualifications include a Professional Diploma in Customer Experience from The CX Academy and an MSc in Psychological Research Methods from The Open University. Edwina's diverse experience and academic background contribute to a robust understanding of customer needs and strategic decision-making in financial services.