Passionate about customer experience, Laura leads the design and implementation of Santander’s customer-centric fraud journeys, putting customers at the heart of every decision to deliver the best possible experience.

With a criminology degree and a background in behavioural science, Laura combines a strong academic foundation with practical expertise. Across a 24-year career in financial services, she has specialised in fraud prevention, risk management, and customer protection.

Laura is responsible for Santander’s fraud education and awareness strategy. This is designed to protect and empower consumers by increasing awareness of evolving scam tactics – prompting safer behaviours at critical decision points, to reduce both financial and emotional harm. She has designed industry-leading scam prevention programmes, including in-journey interactive digital warnings, high-profile PR campaigns, and tailored one-to-one education initiatives.