Ollie
Whyte

Letting customer insight shape the product
Ollie's story so far...

Ollie Whyte's interest in financial services began at payments business Dojo, where he found himself drawn to improving how things ran. He joined the internal process improvement team and trained dozens of colleagues, building experience he would later bring to mortgage technology.

He joined Acre as an associate in late 2023 and became customer success team lead within a year. Working with brokers gave him plenty of opportunities to see where support could improve, and where their questions might reveal something useful about the product itself.

Ollie grew his team by 200%, with customer satisfaction reaching 92% and first response times moving from days to minutes. He brought three teams together to change how queries were handled, introducing dashboards, documentation and regular reviews to keep the work moving. He also reorganised support into specialist functions, built an adviser knowledge base and delivered more than 30 hours of training.

Helping people develop has been part of that progress. He supported a colleague into account management and created a new onboarding programme for recruits. He also represents Acre with major clients and partner networks. As his interests move towards strategic operations, Ollie wants customer experience to have more influence over what businesses build, using the conversations happening in support to improve the working day for brokers and the service their clients receive.