Growing with Send: Aimee Lowes on curiosity, collaboration and solving the right problems 

In this edition of our Q&A series, we speak with Aimee Lowes, Functional Consultant at Send, about her five years with the business and the journey from Business Analyst to her current customer-facing role. Aimee shares what attracted her to Send, how the business and platform have evolved, and why curiosity, communication and asking the right questions are so important when helping clients solve complex problems. 

Can you tell us about your journey at Send? 

When I joined Send, I didn't really know where I’d end up. It was still a young startup, and I was excited by the opportunity to grow alongside the business. 

I started as a Business Analyst when Send was still relatively small, there were only about twenty of us and a handful of clients. Everyone was pitching in and there was real excitement and a shared belief that we were building something different for the insurance industry. 

Being there from those early days gave me the chance to see Send grow from the ground up. I was involved in all sorts of projects and gained a strong understanding of both the platform and the business. After a few years, I moved into a Functional Consultant role, building on the knowledge and experience I'd developed. 

Looking back, that journey has been incredibly valuable. Having an understanding of not just where the platform is today but how it has evolved over time, helps me work closely with customers to find the right solutions and make sure they’re getting the most out of Send. 

What attracted you to Send in the first place? 

I've been in the industry for over 25 years and worked for a range of insurance companies throughout my career, both large and small, but Send felt different from the start. I could see the potential, and the opportunity to be part of a growing business was really exciting. 

Meeting co-founders Andy, Matt and Ben was another big factor for me. They shared their vision for where they wanted the company to go and the impact they wanted to make on the industry. There was a real sense of excitement and collaboration, you felt like you could contribute, learn and have a voice from the beginning. Everyone was involved. As Send was small, I liked the idea that my voice would be heard, change could happen quickly and I could help influence how the business developed. I could see I would make a genuine impact. 

What do you think sets Send apart? 

The people, the people, the people. Honestly it always comes back to the people! 

Send is a fast-paced place to work and everyone has a lot on their plate, but you never feel like you're on your own. People are approachable, supportive and always willing to share ideas or help each other out. There's a real sense of trust and empowerment, and that's something I’ve always valued. 

Another thing that sets Send apart is its open culture. You can speak to people at every level of the business, and that's remained true even as we've grown. As the company expanded, people naturally took on more specialised roles and responsibilities, but that openness never disappeared. 

You still feel like your ideas will be heard and considered. That creates a strong sense of ownership. 

What’s the most rewarding part of your role? 

For me, the most rewarding part is working closely with our customers and seeing them grow in confidence using the platform. Having worked with many of our customers for more than five years, I've built strong relationships based on trust and mutual respect, and it's great to be seen as a trusted adviser who can help them get the most out of Send. 

Customers often come to us with complex challenges, and a big part of my role is helping them work through those challenges to find the right solution. Sometimes what a customer thinks they need isn’t necessarily what they ultimately need, so taking the time to understand the problem fully before jumping to a solution is key. 

I love seeing that moment when it clicks for a customer. When they become more confident as their understanding of the platform grows and they discover new ways of working and streamline their processes. 

Knowing that you've helped make someone’s day job easier or solve a problem that has been holding them back is what I enjoy most. It's about building long-term partnerships and helping customers succeed.  

As you’ve seen Send evolve, is there a particular milestone you’re proud of? 

There isn't one specific moment that stands out for me. It's really been about the journey and how much both the product and the business have grown since I first joined. 

We had big ambitions in those early days, and we've achieved and exceeded many of them. Watching the platform evolve to meet the needs of different customers has been incredibly rewarding. 

Looking back at where the platform was when I first started and where it is today gives me a real sense of pride. Knowing I've been able to play a small part in that growth makes it even more meaningful. 

What keeps your role fresh? 

No two days are ever the same, and that's one of the things I enjoy most about the role. 

You can start the day or week with a clear plan, but priorities can shift quickly. Every customer has different goals, challenges and ways of working, so there's always something new to focus on. 

The variety is what keeps the role interesting. One day you might be helping a customer solve a complex challenge and the next you’re exploring a completely different problem. 

Even after many years in the industry, I still come across situations I haven’t seen before. That constant opportunity to learn, adapt and think differently keeps things fresh and means there’s never a dull moment. 

What tends to surprise people when they join Send? 

For a UK-founded company, we're surprisingly global.  

For example, I’m based in New Zealand, which often catches people by surprise.  

One of the benefits of having a global team is when the UK team logs off for the day, colleagues like myself are still online and able to support customers and teammates in other regions, particularly North America. It helps keep projects moving and means we can stay responsive to our customers throughout their day.  

Even though we are spread across different parts of the world, we’ve managed to keep the close-knit culture that makes Send such a great place to work.  

And who knows where our next customer will be headquartered? The good news is it won’t really matter. With a team already working across multiple regions, we’ll be ready to support them from day one. 

What advice would you give someone starting a career in insurance? 

Stay curious. 

Technical skills are important, especially in roles like Business Analysis and Functional Consulting, but curiosity and communication are just as valuable. 

Don't be afraid to ask questions. Customers will often tell you what they want but understanding what they actually need requires digging a little deeper. 

Every conversation is an opportunity to learn something new. The best Business Analysts and Functional Consultants I’ve worked with are the ones who are genuinely interested in people and take the time to understand how their customers work.  

Technical knowledge will take you so far. It's curiosity and a willingness to keep learning that help you find the best solutions. 

Connect with Aimee on LinkedIn here.