Women in Finance: Paula Brazier, Head of Client Experience at Foster Denovo

We’re very proud to share the next edition in our Women in Finance series, shining a spotlight on Paula Brazier, Head of Client Experience at Foster Denovo. With more than 30 years in the financial services industry and 20 of them here at Foster Denovo, Paula’s journey shows what can be achieved through authenticity, resilience and genuine care for people.

How did Paula get into the financial industry?

Paula’s entry into financial services wasn’t part of a plan. In 1990, she joined General Portfolio as a temp in the pensions department.

“You needed five O-levels and three years’ banking experience to even get an interview for the role I temped as, and I didn’t have any of that. But I proved I could do the job.”

That determination saw her work her way up to Assistant Manager, running three teams before the company was acquired and relocated. By then, Paula had already forged a strong working relationship with Darren Laverty, who later invited her to join him and Mark Bingham at Millfield Partnership in 2000. Five years on, Paula moved with them to help launch Secondsight, within Foster Denovo. Paula was one of the very first people in the office and remembers those early days fondly:

“It really was like a little family. There were only a handful of us, but we all pulled together and built something we could be proud of.”

Paula’s achievements and proudest moments

Today, Paula’s focus is on enhancing the client experience. She manages Foster Denovo’s Net Promoter Score (NPS) programme, and still reads every piece of feedback, replying to clients directly, and helping to make sure the right insights reach the right people.

“A lot of people are wary of feedback, but I see it as a gift,” she says. “If it’s good, that’s wonderful. If it’s challenging, it’s an opportunity to put things right. And sometimes, fixing a mistake strengthens the relationship even more.”

Her proudest moments include helping transition 95% of clients from Millfield to Foster Denovo in its early years, embedding the NPS process, and building lasting bonds.

“Most of my clients are my friends. I care about them, I care about my colleagues, and I care about doing the best job I can. That’s what’s kept me here for 20 years.”

What challenges has Paula faced during her career?

Early in her career, Paula admits she dreaded high-pressure situations, especially client pitches. Paula recalls one particular day at Value Retail that stood out:

“I thought I was just going along to watch, but suddenly I was handed the clicker and told to present. I wanted to be sick! But I did it, and that client has been with us ever since.”

These moments pushed her outside her comfort zone and taught her the value of trusting her instincts.

AI in the finance industry

Paula sees artificial intelligence as a key tool for the industry, particularly in analysing large volumes of client feedback.

“AI can pick up trends and sentiment much faster than we can. But it will never replace human connection. Clients don’t stay because of automation; they stay because of relationships.”

She also believes technology can help make financial education more engaging but warns against losing the personal touch.

“In my opinion, relationships are what keep clients loyal. You can’t replace that with a chatbot.”

Paula’s advice for women entering the financial sector

When asked what guidance she would give to women entering the sector, Paula’s advice is clear:

“Be true to yourself, be confident, and be open to learning as much as you can, at whatever stage you’re at. You don’t have to know everything on day one, but you do need to care about what you do.”

She believes empathy is one of the greatest strengths in finance:

“Facts are important, but feelings matter too. Understanding both means you can offer a more enriched service. That’s something our clients really value.”

While the industry may be more balanced now than when she started, Paula says:

“I don’t remember any women on the sales side when I first began my career. But the more women we have in the industry, the more women will be inspired to join.”

Further reading:
Read more about the NPS programme here.