One Mortgage System has recruited Jessica Tonczynski to a newly defined role combining customer relationship management with oversight of diversity and inclusion.

Tonczynski (pictured) joins with more than a decade of experience in financial services, spanning customer experience, digital change, investments and workplace inclusion.

She moves from Family Building Society, where she spent the past two years as diversity and inclusion officer and customer experience analyst.

Earlier in her career she held a series of roles at Aviva, including digital consultant, senior investment administrator and investment administrator, and previously worked at Friends Life in financial services administration and customer support.

At OMS, she will be tasked with strengthening relationships with intermediary and lender clients, ensuring user feedback informs the ongoing development and support of the platform.

Her diversity and inclusion remit will focus on embedding consistent approaches across the business, both internally and in its dealings with the intermediary market.

The appointment forms part of a broader effort by the firm to reinforce accountability and customer experience, while positioning diversity and inclusion as part of day-to-day decision-making rather than a standalone initiative.

Dale Jannels, chief executive of One Mortgage System, said: “Jessica brings a rare mix of customer focus, technical understanding and real experience in diversity and inclusion.

“This is not theory for her, she has worked inside businesses where outcomes matter, and she understands how systems, people and culture all link together.

“That makes her a strong fit for OMS as we continue to grow and challenge ourselves to do things better.”

Tonczynski added: “I’ve always worked in roles where the detail matters, whether that’s improving a customer journey or making sure inclusion is more than just a statement.

“OMS stood out because it listens to its users and is open about where it wants to improve.

“My role is about making sure customers feel supported day to day, while also helping the business take a more structured and honest approach to diversity and inclusion.”