Elizabeth Oates is an experienced global leader who has led teams across international regions and diverse business sectors. She brings experience from large multinational organizations and local business units, working in high growth and challenging environments.
Her expertise spans customer journeys, customer relationship management and analytics, sales management, incentives and digital transformation. She applies a pragmatic, fact-based approach to business performance, team development and customer outcomes. Known for creative thinking and composure under pressure, Elizabeth combines data with an art of the possible mindset to strengthen results and relationships.
As Global Head of Customer Management and Servicing Tools for HSBC, Elizabeth led the design and delivery of CRM technology supporting frontline productivity and customer servicing for 65,000 users. Previously, she served as Global Head of Wealth Customer Journeys, acting as a global subject matter expert and co-designer of the Customer Journey Framework used across the bank’s markets. She designed customer journeys across seven major international country markets, helping shape technology, optimize business processes and improve customer experience.
Her work delivered $150 million in three-year incremental growth against retail banking and wealth management targets. She also facilitated mapping workshops across multiple countries and completed more than 20 journeys covering digital, assisted digital and advisory formats. Her guiding commitment is to delight the customer through effective multichannel contact strategies.
In 2020, Elizabeth drew on her executive experience to co-found Global Leader Group, a premier boutique consultancy and leadership development firm offering practitioner consulting, award winning learning programs, executive talent search and capital advisory services. Global Leader Group grew to an 8-figure international practice of more than 150 practitioners serving organizations and leaders across four continents.
Elizabeth’s work in women in leadership programs, strategic networking and business scaling has supported the growth of her own enterprises and the leaders she mentors. Her engaging coaching style has made her a trusted adviser to executives and well-known celebrity clients.
She is deeply committed to helping women and underrepresented professionals strengthen their leadership and reimagine their potential. In 2025, she co-founded 1000 Women Owned, a US 501(c) organization with a mission to grow 1,000 women owned businesses by 2030 through a spirit of abundance.
Elizabeth is a three-time bestselling co-author in Canada, the United States and Australia. Her long-term ambition is to create an enduring economic legacy for communities and future generations.
Today, as the Founder and CEO of Golden Finch, Elizabeth helps banks and high-growth organizations across the Americas, Canada, the Caribbean, and emerging markets transform their businesses, accelerate growth, and build future-ready capabilities. Through strategic consulting, Golden Finch partners with executive teams to drive digital transformation, strengthen client excellence, develop innovative products, grow revenue, and create organizations where people thrive.
