International Women's Day: Meet the women behind the Marsden

In celebration of International Women’s Day, we're honoured to spotlight some of the talented women whose hard work helps us to build something better for our members, our people, and our communities.

Tracy, General Manager & Secretary 

What do you do day-to-day, and what part of your role are you most passionate about? 

My days are quite varied, with no two days being the same! I can be writing minutes from Board/Board Committee meetings, preparing meeting packs or liaising with the Financial Ombudsman on customer complaints.   

I’m also responsible for our financial crime controls as Deputy Money Laundering Reporting Officer (MLRO) and, as ‘SMF16’, I also have oversight of the Compliance team.   

Ensuring that we meet regulatory requirements of the PRA/FCA in relation to the Senior Managers & Certification Regime is another aspect of my role, applying for individuals to be approved by the regulator to carry out roles, such as being a Non-Executive Director. 

As Secretary, I’m there to support and guide the Board on all Corporate Governance matters. I'm passionate about things being done right and supporting others, whether that be members of the Board, my lovely team or wider colleagues.  

How did you get into your current role, and what has helped you get to where you are today? 

I didn’t aspire to be Secretary, it just sort of evolved! I studied and became a Chartered Legal Executive, specialising in land and property law, which came in use when I worked in the Legal department.  

Starting on a youth training scheme, I’ve worked in the post room, branch, and the deeds department. Over time, I supported the General Manager for Risk & Compliance and Secretary (very long title), carrying out compliance assurance work.  Eventually I became Compliance Manager, then Assistant Secretary, before becoming the first female Society Secretary in 2014.  

What is one piece of advice you would give to women working in - or aspiring to work in - financial services? 

Take the plunge! Work in different functions to understand how a business works and be a trusted individual – building societies thrive on trust.

Lucy, Data Analyst 

What do you do day-to-day, and what part of your role are you most passionate about? 

I’m a Data Analyst in the Transformation side of IT, so my main focus is to look at our current processes and see if we can improve them by using modern applications or software.  

The best bit about my role is getting to know different teams and talking about their problems to see if I can make their lives easier with technology. The combination of solving problems and getting to chat to people is what I’m passionate about.  

How did you get into your current role, and what has helped you get to where you are today? 

I never actually planned to go into IT but always looked up to my mum, who has worked in IT for as long as I can remember. When I was 20, an entry level systems admin job came up and I went for it, thinking, “Why not try and see if I can follow in mum’s footsteps?”.  

Surprisingly, I got the job; even more surprisingly, I loved the work I was doing too. I didn’t go to university, so all my knowledge has been from hands-on experience and working my way up, which is something I’m really proud of.  

What is one piece of advice you would give to women working in - or aspiring to work in - financial services? 

A company’s culture makes such a difference to your confidence as a woman in the industry, so my advice is to find a company that uplifts and encourages you. Imposter syndrome is also so real, but a ‘fake it till you make it’ approach with your confidence is the key.  

It’s important to remember that everyone deserves a seat the table and your voice is just as important as anyone else’s.  

Julia, Chief Customer Officer 

What do you do day-to-day, and what part of your role are you most passionate about? 

As Chief Customer Officer, I’m responsible for the entire customer journey – from how people first discover us, to how we support them throughout their relationship with the Society. That includes leading our distribution strategy, intermediary relationships, branches, digital channels, mortgages and savings operations, as well as marketing, technology and change. 

No two days are ever the same and I genuinely love that about my role. One day I might be discussing trading performance, the next reviewing customer insight, supporting a change programme, or working with colleagues to improve operational processes. 

What I’m most passionate about is creating an environment where colleagues feel empowered to do the right thing for customers. When you align people, purpose and performance, you create something really powerful. 

How did you get into your current role, and what has helped you get to where you are today? 

I started my career in financial services on a graduate programme and have worked across strategy, operations, customer channels and executive leadership roles. Over time, I’ve led distribution, customer operations and transformation programmes, which naturally led me to a role focused on shaping the full customer experience. 

Along the way, I’ve been fortunate to work with talented teams and supportive leaders who have challenged and trusted me. Having a strong team around you makes a huge difference - leadership is never a solo effort. 

What has helped me most is staying curious, building strong relationships, and being willing to take on challenges that stretch me. I’ve learned that confidence builds through action - you don’t need to have all the answers to step forward. 

What is one piece of advice you would give to women working in - or aspiring to work in - financial services? 

Don’t wait until you feel completely ready. Growth often comes from stepping into roles that stretch you. 

Instead of asking yourself, “what’s the worst that could happen?”, try asking “what’s the best that could happen?” That shift in mindset can open doors you might otherwise walk past. 

Build your network, support other women, and be clear about the value you bring. Financial services needs diverse thinking, strong commercial capability and authentic leadership. There’s space for you, and your voice matters. 

Natalia, Customer Representative  

What do you do day-to-day, and what part of your role are you most passionate about? 

I work in Nelson branch, taking care of customers’ needs and aiding them in maintaining financial well-being, whether it be face-to-face or over the phone. 

I’m passionate about the customers I get to work with. Being relatively new to the role, it brings me lots of joy to see that my relationship with customers has grown so much in the 18 months of my career at the Marsden, and I’m happy to be a part of the community here in Nelson. 

How did you get into your current role, and what has helped you get to where you are today? 

I got into my current role through an apprenticeship programme, which resulted in a Level 3 Senior Financial Services Customer Advisor qualification!  

Before this, I was a barista, so I had plenty of experience working in a customer facing environment - just no idea how banks or building societies worked. 

The apprenticeship has really helped me progress in my role as it broadened by understanding of the financial sector, taught me essential banking skills, and eased me into the role as a Customer Representative by increasing my confidence. 

I do also have to recognise the wonderful women at the Marsden for supporting me through my journey as an apprentice, especially my manager Zelma, and former manager, Jilly. 

What is one piece of advice you would give to women working in - or aspiring to work in - financial services? 

Always remain loud and visible - your voice and opinions DO matter, especially in predominantly male industries. Stay kind and don’t shrink yourself! 

Ann, Branch Manager

What do you do day‑to‑day, and what part of your role are you most passionate about?

I manage a small team in one of our retail branches, looking after our customers in the local area. This entails managing the team and the business, which can at times be challenging but also very rewarding.

I'm very proud of our branch in Poulton and how far we've come in the 10 years we've been here.

How did you get into your current role, and what has helped you get to where you are today?

I've worked for Marsden for 11 years. My intention was to work in a part time role leading towards retirement. I started as a Customer Representative at our Garstang Branch, on part time hours, but was then promoted to Branch Manager. I moved to our Poulton branch as Branch Manager and have been here ever since.

What is one piece of advice you would give to women working in - or aspiring to work in - financial services?

Working in financial services has been very enjoyable for me.  It's an ever-changing industry and can at times be challenging. If you want a fast-paced and rewarding career, where you feel you can really make a difference to your customers, then you'll have a very enjoyable career.