In conversation with... Libby Abbott

What do you see as the biggest challenges in building a truly diverse workforce in credit and financial services?

One of the biggest challenges is belief, both in ourselves and in the industry. Some hesitate to go for roles because they don’t see themselves represented or feel they need to meet every requirement. There’s also a lingering perception of credit as ‘bad’ or inaccessible, which can deter talent, especially among Gen Z, who are seeking purpose-driven careers. If we don’t shift these narratives, we risk losing future leaders who want to make a meaningful impact.

Why do these challenges persist, and what role should all leaders play in dismantling them?

These exist because of outdated norms, like expecting candidates to tick every box, and not doing enough to clearly communicate the purpose and impact of roles in credit and financial services. Leaders have a responsibility to challenge these. That means being explicit with recruiters about what really matters and instilling a culture in everyone that puts the customer first. When people see how their work can genuinely improve lives, they’re more likely to feel connected, confident, and inspired.

One of this year’s themes is the ‘business case for inclusion’, can you share examples where diversity has driven commercial or operational success?

A great example of the ‘business case for inclusion’ is our internal communications initiatives; our bi-weekly townhall (or as our CEO likes to call it, Jaja TV), and blog Inside Track. They began as platforms for senior leadership to share strategic insights and business updates, but now they’re open to everyone, regardless of level or department. People are invited to share how they’re improving outcomes for our customers by creating solutions that enable them to buy, borrow, or build. This has created a culture of transparency, collaboration, and continuous learning, unlocking ideas that might otherwise stay hidden. It’s a clear demonstration of how inclusive practices can drive success.

What role do you see male leaders playing in accelerating progress on inclusion, and how does attending this event help them do that?

Male leaders play a vital role by championing equity and actively supporting the diverse ways people think, work, and show up. Attending events like this helps male leaders deepen their understanding, hear lived experiences, and leave better equipped to lead inclusively and drive meaningful change. However, I don’t believe this is just exclusive to male leaders, leaders of all genders and backgrounds have a key role in championing inclusion.

Any advice for the next generation looking to develop their careers?

My advice to the next generation is simple; put your hand up and push yourself out of your comfort zone. Volunteer for projects, join committees (whether work-related or social), ask questions and take opportunities whenever they come up. It’s one of the best ways to get your name known, build meaningful connections, and gain insight into how the business you’re in works. Through this, you’ll not only grow your network, but also discover what truly excites you and where you want to take your career.

What is the best career advice you’ve ever received?

The best career advice I’ve ever been given is; don’t wait to be asked. Be clear and vocal about your ambitions and the direction you want your career to take. When opportunities arise, you’ll be top of mind. Not just because you’re capable, but because you’ve made your goals known and shown you’re ready to go for it.

What are you most looking forward to at this year’s Women & Diversity in Credit Conference, and what outcome would you most like to see for attendees post-event? 

I’m most looking forward to learning from other champions of women and diversity. I want to take the stories, strategies and successes back to my team and the wider business, to spark conversations and drive change. My hope is that every attendee leaves feeling energised and empowered to share what they’ve learned. The more we embed these ideas into our everyday work, the faster we’ll move toward building a truly inclusive and diverse workforce.