Head of Knowledge and Information, Financial Ombudsman
Kathy Jacob is Head of Knowledge and Information Services for the Financial Ombudsman Service. Set up by Parliament, the Financial Ombudsman Service is the UK’s official expert in sorting out problems with financial services – answering over 1.6 million consumer enquiries and resolving over 400,000 cases a year.
Kathy is responsible for leading the central knowledge function, whose remit covers knowledge advisory services, casework support tools, research, resources management and records management. She is currently developing and implementing the knowledge strategy and delivering knowledge content and technology projects. Prior to joining the Ombudsman in 2015, Kathy has held KM and information roles in variety of sectors including legal, financial services and media.