In this episode of Cards Against Complexity, Jan is joined by Anuradha Deshpande, Director of Customer Operations at GoCardless—a leading global fintech specializing in bank-to-bank payments. Anuradha shares what it takes to build effective, product-connected customer service operations in the highly regulated financial services industry. With a background in engineering and over a decade of experience in tech and support roles, she offers a unique perspective on designing customer service that drives real business impact.

Key Takeaways:

• Engineering Thinking in Financial Services Support:
Anuradha applies her engineering mindset to customer operations—structuring support as a system, quantifying impact, and ensuring frontline feedback translates directly into product decisions. This technical-operational bridge is crucial in fintech, where regulatory precision and user experience must go hand in hand.

• From Developer to Customer Leader—Across Cultures:
Her career journey from India to the UK reveals distinct differences in how women are represented in tech. While India offered a more gender-balanced tech landscape, Anuradha encountered a lack of female peers in the UK—an experience that shaped her commitment to creating inclusive, supportive environments in financial technology.

• Onboarding and Upskilling for Scalable Support:
At GoCardless, Anuradha leads a 40+ person team with structured onboarding that blends fintech education, hands-on product training, and cross-functional collaboration. This approach ensures new hires, regardless of prior fintech experience, can contribute meaningfully to both customer success and continuous product improvement.

This episode offers practical insight for financial services leaders building customer-centric operations—especially in high-growth, technology-driven environments.

Our guest, Anuradha: https://www.linkedin.com/in/anuradha-deshpande-36957b5/About GoCardless: https://www.linkedin.com/company/gocardless/Our media partner for this episode, Support Driven: https://www.linkedin.com/company/support-driven/About the podcast: https://www.nextmatter.com/cards-against-complexity