In the first of a series of ‘Trustfolio Spotlights’ on key figures in the industry, we talked to James Jones, Head of Consumer Affairs at Experian.

James Jones has worked at Experian for over 30 years and is currently head of consumer affairs, director at the Money Advice Liaison Group and on the board of trustees at Nottingham Financial Resilience Partnership. James is the first in the ‘Trustfolio Spotlight’.

Tell us a bit about yourself. What is your career background up until the point of joining Experian?

I grew up and studied in Nottingham, until I left for university in 1988. I did quite a bit of temping while a student, particularly during the holidays, and a local employment agency placed me at Experian several times. It was called CCN back then.

During these stints, I undertook a variety of roles including supporting the annual electoral register update and some telephone-based credit-application work for a large retail client. On returning to Nottingham after my degree I rejoined CCN on a temporary basis while looking for a regular job – I thought advertising might be my thing, but it just didn’t click – and within a few months CCN offered me a permanent job. That was in 1992 and I’ve never looked back.

Over the years I’ve performed a range of roles, including six years in what we then called our ‘Consumer Help Service’, where at one point I ran our telephone support desk, helping the public with credit report questions and issues. Around the turn of the century, by which point CCN had been merged with a similar business in the US and rebadged as Experian, an opportunity arose that has probably shaped the rest of my career, certainly so far, helping deliver our public education outreach and acting as a spokesperson for the UK business.

What made you want to join the debt sector - did you fall into this career path or did you want to always empower people when it came to their finances?

Well, I don’t think anyone wakes up one morning and thinks: “Oo I think I’ll go work for a credit reference agency.” But perhaps they should! What we do is important and fascinating, and over the years I’ve seen our business develop into a world leader in data and analytics.

Very early in my Experian career I developed a passion for helping people make sense of credit reports and scores to help support their financial goals. And a fair amount of troubleshooting. Credit reporting is such a widely misunderstood area of personal finance that there was clearly a need for some active educational outreach. Thankfully, Experian agreed and in 2000 I joined a new team launched to spearhead such work, then led by the lovely Jill Stevens. Part of our brief, both back then and to this day, is leading our engagement with and support for the debt sector, particularly the free advice providers who do such a vital job. It is through this work that I became involved with Trustfolio.

Tell us how you ended up on the Trustfolio ‘Debt-Tech’ podcast?

I’ve known Lee, Peter and Lou for many years through their work in different roles for various organisations. Lou invited me to very early TIP (The Insolvency Panel) meetings to help guide some of their thinking, including how they might best engage with the credit reference agencies – which is something I guess I know a bit about! I loved the vision Lou had for TIP/Trustfolio right at the beginning and observing and, I hope, supporting their evolution as a valuable player in the sector.

Why is it important for you to be part of the Nottingham Financial Resilience Partnership?

NFRP leads a programme of important work across Nottingham, helping support residents’ financial health. As a large local employer and one whose purpose is centred on financial wellbeing, Experian has long been a supporter of the Partnership’s work and an active participant. I accepted the opportunity to become a trustee when the organisation secured CIO status and continue to work with the other trustees, coordinator Emma and the wider partnership and funders to do what we can to help support people through these challenging financial times, particularly those most vulnerable to a financial shock.

What do you think the future holds for the debt sector?

We’re not out of the woods yet in terms of this pervasive cost of living crisis. Many people continue to struggle, and others are struggling for the first time. As the title of November’s Money Advice Liaison Group (MALG) annual conference (‘The new demographics of debt’) suggests, some people have not traditionally experienced financial headship and will have little idea how to cope. So many people will need support regaining control of their finances, so the debt sector has a massive role to play.

Personally, what do you enjoy doing in your "spare time"?

When I’m not talking credit, debt and credit scores, I like to read, exercise and travel, and spend time with my lovely friends and family. I try to stay fit walking, cycling and running and also love watching my favourite sporting teams, namely Nottingham Forest and Nottinghamshire County Cricket Club. I’m very lucky to have these right on my doorstep, along with the River Trent and numerous parks and trails that I’ll never get bored exploring.

If there were three dream people you'd want to get round the table to share your thoughts on the debt sector, debt-tech and how you think the sector needs to move forward, who would they be and why?

A tough question as there are so many inspiring, knowledgeable people in the sector. I think Lou would certainly get a chair as she’s so full of ideas, passion and never shy to say what she thinks – which can ruffle feathers but is an important quality in my book. David Hawkes (Advice UK) is a long-time friend and mega-expert on debt and consumer support, and he’d certainly get an invite too. As for a third, I’d probably just spin a bottle at the next MALG meeting as it’s such a wonderful community of people committed to supporting people struggling with problem debt. Do we get wine?

Tell us when something hasn’t quite gone to plan at work (make us laugh!)

I did once attend a media awards ceremony and buy a rather expensive bottle of fizz for the money team of a national newspaper who’d just won ‘consumer money title of the year’ or something like that. Unfortunately, they never got a sip because it got swiped from an empty table while I’d nipped back to the bar to get the glasses. I didn’t have the heart to expense it, so it turned into a rather expensive evening!

Give us a fact people don't know about you

My job has enabled me to work with some amazing people over the years, including some household names like Martin Lewis and Michael Sheen. Michael even visited Nottingham once with the Daily Mirror, to help shine a light on the work of the local financial resilience partnership, and I spent the day ferrying Michael and his campaign manager around in the back of my car. I got to take Michael to some of the most deprived communities in Nottingham, which seemed a little surreal at the time. And before collecting Michael from the railway station, his sidekick called to ask me to pick up some blister plasters on my way, as Sheen’s new shoes were giving him hell. I can’t imagine many people have popped to their local pharmacy to buy Compeed plasters for a Hollywood A-lister!