CIO role is about 'constantly improving customer service'

Financial Compensation Services Scheme CIO Paul Brocklehurst explains the key task facing CIOs - and why his organisation doesn't have a chief digital officer

The CIO role is now entrenched in the core business, and is about constantly improving customer service.

That's the view of Paul Brocklehurst, CIO of the Financial Compensation Services Scheme, the body which guarantees up to £85,000 of UK citizens' savings held in banks, building societies, and similar institutions.

Brocklehurst's opinion differs from that offered by a panel of CIOs at Computing's Technology Marketing and Innovation Summit earlier this year. At the event, the panel agreed that all of the CIO's time should be spent engaged in tasks which ultimately drive profitability, however for Brocklehurst, improving the user journey will naturally achieve the same goal.

"It's about constantly improving customer service, listening to customers and driving improvements, because that's better for longer term success," said Brocklehurst. "I believe passionately that that strategy offers value for money and let's you do things more cost effectively. That's a good recipe for success, as opposed to just looking at profitability," he argued.

He added that the role is changing rapidly.

"The CIO role is evolving very quickly. We're getting much closer to the business, helping to drive business improvements and supporting all business initiatives. We're really critical in improving the services we provide to customers, both internally and externally. We're now more entrenched in the core business," he said.

Brocklehurst also explained why his firm doesn't employ a CDO, saying that the job is too big for just one person.

"[Digital] is more important than one role. We're trying to change the whole organisation to make sure that the culture's effective. We're looking at our processes to make sure we're delivering for our customers, and that we have technology that supports that. One person can't do that on their own. It's the whole organisation that has to change, and we've got programmes underway to help with that," he said.

The full interview can be seen here.

The Computing Cloud & Infrastructure Summit returns on Wednesday 20 September at the Hilton London Tower Bridge. Hear the latest Computing research, case studies from industry pioneers, and pose your questions to our expert CIO panellists. Attendance is free to qualifying IT leaders and senior IT professionals, but places are strictly limited, so register now