Archives: Speakers

Steve is a Lead Analyst within Global Data’s Financial Services Practice responsible for Fintech and Thematic content. His research covers all areas of digital transformation strategy from both a customer and technology perspective, with a particular focus on disruptive new business models. Prior to GD, Steve spent time at Forrester and Corporative Executive Board (CEB), and within Strategy roles at Lloyds bank.

Matthew Dijkstra is Chief Customer Officer at Vitality UK, where he leads the strategy that places customers at the heart of everything the business does.

During his time at Vitality, Matthew has driven the transformation of operations — embedding enabling technologies and processes, championing a Customer Charter, and building a playbook for exceptional member experiences at every touchpoint. This work has earned Vitality recognition at the European Contact Centre & Customer Service Awards and the UK Customer Experience Awards.

A qualified pharmacist with experience across the private and public sectors in South Africa and the UK, Matthew brings a rare mix of clinical insight and operational expertise. This background shapes his passion for supporting Vitality’s Health and Life insurance members during their most vulnerable moments and times of need.

My experience includes:

• Regulatory/ clinical affairs
• Led projects as subject matter expert in the various therapeutic areas
• Maintained metrics and handled clients’ and stakeholders’ expectations; managed timely service delivery
• Organized, managed and provided strategic inputs in projects
• Ensured high scientific integrity following negotiation with internal and external partners
• Collaborated with internal teams to deliver projects on time and in accordance with client requirements and contractual commitments
• Ensured quality assurance for all projects within scope guidelines
• Delivered onboarding training for new joiners