Harnessing AI and customer success to tackle financial crime

October 18, 2024

Nicole Baxby, the Vice President of Customer Success at Quantifind, recently shared her personal journey and significant achievements in the field of risk management and customer success. Baxby’s experience underscores the importance of technology, collaboration, and a customer-focused approach in combating financial crime.

Her career, initially rooted in financial services, has evolved into a focused pursuit against fraud and financial crimes through strategic roles in FinTech and cybersecurity companies such as Ironscales and Featurespace. Baxby highlights the crucial role customer trust plays in business outcomes and discusses how her early interest in customer-facing roles led to a specialized focus on compliance, fraud detection, and cybersecurity.

Baxby’s significant career achievements include managing a pivotal relationship with a major customer and channel partner, which led to the launch of three leading products in the market. These products, designed to combat card fraud and ensure regulatory compliance, have been successfully adopted by some of the world’s largest banks, significantly mitigating financial crime risks.

Technological advancements such as AI and machine learning have been instrumental in her approach to customer success, allowing for more precise identification of financial crime risks. Banks’ substantial investments in technology for compliance and competitive reasons have paved the way for the adoption of these advanced tools. AI and data analytics have not only transformed operational efficiencies but also helped in adhering to stringent regulatory standards.

For women aspiring to lead in risk management and related fields, Baxby advises maintaining curiosity and flexibility, understanding customer and company priorities, and articulating how one’s work aligns with broader company strategies. She also shared her personal decision to enhance her qualifications with a Master’s degree in Law, focusing on financial compliance, to better equip herself for advanced roles in risk and compliance.

Baxby reflects on the challenges of scaling teams and processes globally, especially in the demanding field of financial compliance. Her tenure as the Global VP of Customer Success at Featurespace involved managing diverse teams across multiple continents, requiring a balance of strategic oversight and operational excellence. These experiences have honed her leadership skills, emphasizing resilience, adaptability, and the importance of fostering a collaborative work environment.