James Cranfield

James Cranfield

  • Joint Managing Director

A founder member and co-owner of Insight, James is a highly regarded advisor in all aspects of card issuing and acquiring and is one of Europe’s leading authorities on interchange and payment scheme fees and their impact on issuing and acquiring profitability. 

James started his career at MasterCard and since then has worked with clients across Europe, Asia, Africa, the Middle East and Latin America, be they new or established issuers and acquirers, new market entrants, retailers, processors and other third party providers. He works with clients advising on all aspects of the card lifecycle and has developed a diverse range of profitability models, from store card conversions to POS terminal deployment.  

James speaks 4 languages and has a BA Joint Hons Degree in Spanish & Mgt.

Practice area expertise

Extensive knowledge of all aspects of card issuing & acquiring. Particular expertise in card profitability dynamics, market entry strategies and payment scheme fee structures

Country

Madrid based

Qualifications

BA Joint Hons Degree: Spanish & Mgt from University of Leeds

Languages

English (native), Spanish (fluent), French (proficient), Portuguese (basic)


Suzanne Holcombe

Suzanne Holcombe

  • Joint Managing Director

A founding partner and co-owner of Insight Suzanne has 25 years experience in the payment cards business. She started her career with MasterCard Europe and later joined PSI Global as a Senior Consultant working for clients such as Visa, MasterCard, Citibank, Bank of Ireland, GE Capital, American Express.

As a payment card consultant Suzanne has worked in markets across the world on a wide range of assignments, including customer lifecycle management, new product development, market analysis, benchmark studies on card profitability, RFP management for service providers, end-to-end service quality delivery, POS terminal management best practices, usage and activation toolkit, training seminars and workshops. 

She has a BA Joint Honours Degree in Modern Languages from the University of Leeds, is based in Madrid and speaks 4 languages.  

Practice area expertise

Strategy, customer lifecycle management, new product development, rationalisation, performance evaluation and project management

Country

Madrid based

Qualifications

BA Joint Hons Modern Languages from University of Leeds

Languages

English (native), French (fluent), Spanish (fluent), Welsh (fluent), Portuguese (basic)


Adam Hozaifa

Adam Hozaifa

  • Managing Consultant

Adam is a seasoned management consultant and cards and payments expert. He specialises in financial modelling, strategy development, business cases, cost to serve, M&A, payment cards, marketing campaigns and project management.

Adam worked in Visa Europe’s Strategy team, where he developed regional strategies, devised and implemented corporate scorecard KPIs, established the vision for data monetisation, and worked in the Card-Linked Offers team to launch Visa’s loyalty solution with two leading UK retail banks. He also worked with MasterCard Advisors to refresh the premium credit card proposition for one of the UK’s largest retail banks, identified operational improvements in a credit card approval process and designed initiatives to increase an issuer’s card activation rates.

Prior to these industry roles, Adam was a strategy consultant at Deloitte and KPMG where he developed a reputation as a modelling expert, delivering training to clients and consultants globally.

Adam graduated with a BSc in Chemical Engineering from Imperial College London.

Practice area expertise

Financial modelling, strategy development, business cases, cost to serve, M&A, payment cards, marketing campaigns, project management

Country

UK based

Qualifications

MEng Chemical Engineering from Imperial College London; Diploma in Management Accounting (CIMA)

Languages

English (native), Arabic (intermediate), French (basic)


Ian Coles

Ian Coles

  • Senior Associate Consultant

Ian is a credit payments expert, with specialist knowledge in credit cards, store cards, point-of-sale finance and unsecured personal loans.

Ian started his career with a US consumer finance provider (HFC Bank), where he worked for 12 years. Initially leading technology and operational areas, Ian spent the last 8 years in senior marketing and commercial positions, launching several major co-brand programs including the GM Card, Goldfish, John Lewis Partnership Card & marbles.

Ian joined MasterCard in 2002 spending 6 years leading one of the largest and most successful Global Key Account teams. During his tenure at MasterCard, Ian significantly grew his client’s business in Europe, Central and South America, the Middle East and Asia, leading significant initiatives in the areas of credit, debit, commercial products, acquiring and store-card conversions.

In 2007 Ian joined Santander Cards as member of its UK Executive Team to lead the launch of its new credit card business. Following the acquisition of GE Money in 2009, Ian was appointed Chief Marketing Officer and rationalised customer acquisition, portfolio management and analytics activity, driving significant cost reduction and increased ROI. In 2010 Ian was appointed Commercial Director, assuming full responsibility for the credit card P&L, managing receivables of more than £3 billion and over 12 major co-brand partnerships. 

Practice area expertise

Product development, customer acquisition, customer lifecycle management, co-brand management and negotiation, P&L optimisation, regulatory affairs, M&A, strategy

Country

UK based

Qualifications

BSc Mathematics (1st Class) from the University of the South West

Languages

Basic Spanish and German, some Portuguese


Mark Robinson

Mark Robinson

  • Senior Associate Consultant

Mark is a senior marketing professional with extensive experience in credit cards and the wider lending business. He has in-depth experience in brand, point-of-sale and direct lending channels.

Mark spent more than 15 years at HFC Bank where he was Group Marketing Director, responsible for the development and implementation of the bank’s marketing strategy across a number of business units including personal banking, credit cards, direct lending and retail point-of-sale finance.

He also held a number of other posts while at HFC, most notably as Chairman and Director of Goldbrand Development Limited, HFC’s JV with Centrica for The Goldfish Card.

While at HFC, Mark developed and launched the “marbles” credit card brand (1999) and was instrumental in the deal to acquire and transform the John Lewis store card into a successful credit card proposition (2003)

Prior to becoming a payments consultant in 2008, Mark worked for SAV Credit in the UK for four years as Marketing & Business Development Director (SAV Credit are specialists in providing general purpose credit to the “underserved” market, including consumers who have found it difficult to obtain credit from the “prime” issuers).

Practice area expertise

Card profitability dynamics, revitalisation of credit and loans books, co-branding, subprime lending and portfolio acquisitions

Country

UK based

Qualifications

Bachelor of Science Degree in Physiological Sciences and an MBA from Cranfield School of Management (Courage Award of Distinction)


Brian Moore

Brian Moore

  • Senior Consultant - Acquiring

  • Brian has been involved in the payment card business for over 25 years, initially at JCB followed by MasterCard
  • At JCB Brian was Head of Acquiring, being primarily responsible for the growth of merchant acceptance both through direct acquisition and via agreement with acquirers
  • At MasterCard Brian was Senior Vice President and Group Head Acquiring, Merchants and Partnerships. He was responsible for the European acquiring strategy as well as direct engagement with merchants via the Merchant Advisory Group
  • On the issuing side he was responsible for securing co-brand deals for MasterCard with major retailers


Adriana Morales

Adriana Morales

  • Managing Consultant

Adriana is an executive level marketing professional with more than 20 years in senior management roles with leading financial institutions, including Citigroup International and American Express.

Adriana has a depth of expertise in all strategy and marketing aspects of cards and retail banking including: Program development and implementation, Integrated marketing and brand strategy, New product and segment development; Card/Customer acquisition and Customer Lifecycle Management, Rewards and loyalty strategy, CRM, strategic partnerships and social media marketing.

At Citigroup, Adriana was the LAC regional Vice President for Customer Loyalty, leading cross-functional team to transform each market’s approach and culture towards customer engagement and retention

At American Express her roles included, Marketing Vice President for Global Network Services, LAC, where she developed marketing strategies to successfully penetrate luxury and premium sectors in key Latin American credit card markets. She managed strategic relationships with large airlines and major retailers to launch and optimize co-branded cards (including regional programs with American Airlines Advantage and Continental one-pass)

Practice area expertise

Marketing and Brand Strategy, Product/Segment development, Customer acquisition, Customer Lifecycle Management, Rewards & Loyalty, Social Media Marketing

Country

US based

Qualifications

MBA – Florida Atlantic University, Boca Raton, FL B.S. International Business – F.A.U Six Sigma Black Belt

Languages

Spanish (native), English (fluent), Portuguese (proficient)


Shirlei Hernandez

Shirlei Hernandez

  • Senior Consultant

Shirlei is an International Marketing and Sales executive with over 18 years of experience in the Latin America Region.

She is a results oriented Marketing and Sales Executive with extensive global marketing expertise in brand management, product development, and strategic planning.

Experience in banking, financial services, electronic payments, travel & leisure, and consumer products. Strong reputation for developing strategic partnerships with functional leaders to effectively achieve product and financial targets.

As Marketing Director for American Express in LAC, Shirlei was responsible for managing the strategic planning activities for the introduction of new American Express Cards issued by Banks in the region, managing all marketing aspects: Brand, NPD, go-to-market, Sales, Customer Services, Loyalty and Retention.
She led the launch of more than 150 new products in the markets of Brazil, Argentina, Chile, Colombia, Ecuador, Peru, Venezuela, Dominican Republic, Puerto Rico, Uruguay and Central America.

Practice area expertise

Brand management, strategic marketing, advertising, new product development, business development, project management, marketing research, loyalty and retention

Country

US based

Qualifications

BA Marketing - Universidad Paulista Sao Paulo International Business Program - Florida International University

Languages

Portuguese (native), Spanish (fluent), English (fluent)


Martin Holliss

Martin Holliss

  • Research Director

Martin has a strong track record of researching the international banking, payment card and financial services markets. He has 15 years experience conducting consumer and b2b research across more than 45 countries.

A strategic thinker with a probing, analytical, inquisitive mind, Martin is committed to delivering robust fact-based insight and well-argued action-focused recommendations.

He has worked in a wide range of financial markets including ATM/Cash Cards, Brokers/Intermediaries, Building Societies, Business/Corporate Banking, Cash Management, Corporate Cards, Credit Cards, Debit Cards, Electronic Purse Cards, Employee Share Schemes, Equity Share Property Purchase Schemes, Hedge Funds, Insurance, Money Transfer, Mortgages, Payroll Systems, Pensions, Private Equity, Retail Banking, Store/Retail Cards, Student Loans, Subprime Loans, and Venture Capital.

Clients with whom Martin has worked include 3i, American Express, Capita Hartshead, Capital One, Chase Manhattan, Citibank, Diners Club, Equiniti, GE Capital, HSBC, IKANO, JP Morgan, Lloyds TSB Registrars, MasterCard, Merrill Lynch, Norwich Union, Promise Finance, Prudential Policyholders’ Advocate, Standard Life, St James Place, uSwitch, Visa and West Bromwich Building Society.

Martin and his team of market research professionals use desk/secondary, qualitative and quantitative research techniques extensively. All fieldwork and analysis is designed and conducted from a neutral unbiased perspective. 

Practice area expertise

International Market Research covering qualitative and quantitative technics NPD Market Entry

Country

UK based

Qualifications

Member of MMRS

Languages

English (native), French (fluent)


Pete Cleary

Pete Cleary

  • Technical Director

Pete is Insight’s Technical Director and manages all aspects of our technology interfaces. Our work together dates back to 2000 when we jointly built the first Visa Challenge website and have since worked together on many other projects.

Pete has over 17 years’ experience of designing, building and implementing online applications for blue chip clients across the world working across multiple regions and markets.

He assisted the Visa Europe Business School in launching on the internet back in the early 2000’s being the prime architect of their business application and technical lead in the development. He followed this success starting his own business which managed, built and maintained the entire Visa Europe web presence for over 10 years.

Over the last 5 years he has taken his knowledge and embraced the mobile and cloud revolutions creating scalable and responsive applications to facilitate all manner of business requirements.

Practice area expertise

Online Application Architecture, Cloud Based Solutions, Web and Mobile Technologies, Big Data Management, Social Media Integration, Full Stack Implementations, System Compliancy & Accessibility, Data Security

Country

UK based

Languages

C#, VB, PHP, Java, Objective-C, HTML, JavaScript, SQL, XML, JSON, SEO, IIS, AWS, Azure, NoSQL, NodeJS and more


Roy Stephenson

  • Senior Consultant

With over 25 years of experience in the payment card industry, Roy was previously with American Express, as VP and General Manager, responsible for launching the commercial cards businesses in the UK, EMEA and LAC.

As a consultant, works with banking and payment card clients around the world, emphasising the importance of empirical results to identify and implement best practices in customer marketing and relationship management.

Project managed the launch of ground-breaking coalition loyalty programmes in the Netherlands, Spain and the UK.

As rewards lead for MasterCard, audited financial services rewards programmes in Argentina, Chile, Spain, Germany and Italy. As an independent consultant completed similar assignments in the Netherlands, Spain, the UK, Ireland, Greece, Canada, Dubai, Kuwait, Australia, Singapore, Israel, Turkey, Saudi Arabia, Brazil, Venezuela and Mexico.

 

Practice area expertise

Payment card management, with a special interest in customer loyalty and acquisition, and the effect of emerging technologies on established business models

Country

UK based

Qualifications

Holds a B. Com, and MA in Management Studies. Fellow of the RSA

Languages

Spanish (proficient)


Harin Dias

  • Senior Consultant

Harin has over 30 years experience in Retail Banking, particularly cards (debit/credit/corporate/pre-paid/contactless), merchant acquiring, payments and e-Banking (Internet/Mobile) with extensive insights into diverse consumer markets - including Sharia banking and cards - gained from working at local, regional and global levels for HSBC, Midland Bank, Visa and eurocheque while based in London, Brussels and Hong Kong.

His senior executive management roles have covered all major functional disciplines spanning the whole spectrum from strategy formulation to "hands-on" activities and includes a proven track record of launching, improving and transforming businesses/infrastructures in Europe, Asia Pacific and the Middle East.

Harin has in-depth expertise in the management of card and merchant acquiring businesses, P&L management, product development/innovation, sales, operations/customer service management, business systems (IT) management, profit improvement, cost/change management, outsourcing/offshoring/supplier management, card operations/business start ups, card system conversions/migrations and programme/project management.

Practice area expertise

Launching, improving and transforming card and merchant acquiring businesses/infrastructures, product/business/operations/systems strategy and implementation, all aspects of outsourcing, card operations/systems start ups, supplier management and project management

Country

UK

Qualifications

MA (Honours) degree in Political Science/Modern History and Associate of the Chartered Institute of Bankers (ACIB)


Peter Weisberg

  • Senior Associate Consultant

Peter is a senior cards consultant actively engaged in managing and delivering projects in all regions.

Areas of expertise include cards and payments strategy, product innovation, loyalty and co-branding, portfolio management, development and migration, mobile payments; with a strong focus on developing and emerging markets and on evolving payment technologies.

Peter has over 25 years experience in card management and payments consultancy. Including more than 10 years with American Express. He was VP Marketing International Dollar Card, VP Consumer Financial Services and also served as Director for American Express International (Card, Banking and Travel Related Services) business unit.

Consultancy experience encompasses cards and payments businesses in: Argentina, Austria, Bahrain, Belgium, Belarus, Bosnia, Brazil, Canada, Chile, Colombia Costa Rica, Croatia, Czech Republic, Ecuador, Egypt, France, Germany, Greece, Honduras, Hungary, India, Italy, Japan, Mexico, Netherlands, Peru, Philippines, Portugal, Romania, Russia, Singapore, Spain, Sweden, Switzerland, Ukraine, UAE, UK, US and Uruguay.

Advisory roles have included Airline, eCommerce, Retail, Insurance and Telco sector businesses.

Practice area expertise

Issuer strategy, Product innovation, Loyalty and co-branding, Portfolio development, Mobile payment solutions, CLM

Country

US & Europe based

Qualifications

MBA - New York University BA - Economics and Social Studies - University of Manchester ACA - Chartered Accountant)

Languages

English (native), Spanish (basic)