Payment Expert’s ID Check: Payments Professionals offers insight from industry leaders and experts on how they got their start in the financial industry, from their early years in education, to how they have been able to climb the corporate ladder.
This week, Joseph Woodhouse, Director of Technical Services at Featurespace, revisited a setback a family member experienced and how it moulded his belief that these setbacks can be overcome, as well as detailing the importance of adapting within your industry to embrace challenges outside of your own expertise.
Where did you go to university and what did you study? What impact did this have on your current journey?
I attended Greenwich University at the Medway Campus, where I earned a BEng (Hons) in Electrical and Electronic Engineering. The course covered engineering principles, programming, telecommunication and maths among many subjects.
This broad foundation has certainly shaped how I consume and process information. It taught me to extract key facts from large amounts of data and recognise when I have enough information to make a decision or take action—whether that’s solving a problem, making an important decision, or building something new.
Were you part of any sports clubs or societies at university and has this influenced your educational and professional development?
Although I wasn’t part of any formal clubs or societies at universities, I have always engaged in weight training both before and after university. This requires discipline, planning and perseverance. These are qualities which all translate well to professional development.
I think the commitment to continuous improvement, setting goals, and staying dedicated to progress has played a significant role in my professional development.
What was the first job you had in the industry and are there any lessons from this you still draw on?
My first industry job was at Featurespace, though I had prior experience in e-commerce, where I led a transformation project to revamp the technology supporting our software purchasing, including the payment and billing process and the surrounding infrastructure.
One key lesson I took from this experience was that a seamless customer experience is just as important as the product itself. Minimising technological friction, especially when multiple suppliers’ technologies are involved, is crucial in ensuring a smooth purchasing journey for customers.
Who was your biggest role model – inside or outside of your industry – who continues to inspire you in your current career?
While there are many well-known figures I admire, the individuals who have had the most tangible impact on me are my family and extended family. Some have built their own businesses from scratch and have demonstrated admirable resilience and strength in the face of adversity.
One of my greatest inspirations and a continuous role model is a family member who had a thriving business, only to see it completely destroyed. Despite this devastating setback, they started again from scratch and successfully rebuilt, retaining many of their loyal customers along the way.
This experience taught me that major setbacks can be temporary—you can always find a way to move forward. When something I’m working on starts to go off track or something seemingly insurmountable crops up, I remind myself that challenges can be overcome!
When was your first big break in the industry? Why was this such a significant moment for you?
Joining Featurespace. It’s a significant moment because I was fortunate enough to be at a point in my career where I had accumulated experience, which was aligned with Featurespace’s growth phase.
In my early roles, the company was moving at an incredibly fast pace, requiring creativity and decisiveness in problem-solving. We had a strong product in high demand, and every team member played a crucial role in delivering it to our customers. My past experiences gave me the confidence to make informed decisions quickly and stand by them when necessary.
Was there a moment you faced in the industry that really challenged you? How did you overcome this?
I came from different industries where technological innovation was a key driver of opportunity. One major challenge I faced was the adoption of cloud-based technology. Many questioned why they should change a system that already worked. I overcame this by working closely with colleagues to communicate the benefits of adoption of our cloud-based solution to our customers.
By participating in customer calls, addressing concerns, and understanding their priorities, we were able to demonstrate the value of transitioning to a cloud-based solution. True collaboration with your colleagues and a deep understanding of customer needs makes all the difference.
What are some of the skills you deem essential to starting in your industry and how have yours developed over the years?
Active listening and adaptability. Coming from a technical background, there are often rigid methodologies which can sometimes be limiting. Engaging in direct conversations with customers provided valuable perspective, allowing me to become more flexible in my approach.
Listening to customers helps identify what truly matters to them. While you can’t always say yes to every request, demonstrating flexibility and a willingness to collaborate builds trust and appreciation. Over time, improving these skills has significantly improved my ability to contribute to both business goals and meeting customer expectations.
Lastly, what is some advice you would give to an aspiring person looking to get a start in your respective industry?
Your technical or specialised skills will open doors, but your ability to adapt and embrace challenges outside of your immediate expertise will shape your long-term success. Growth comes from stepping outside of your comfort zone and routine, whether that means taking on new responsibilities or exploring adjacent fields.
It doesn’t have to be a complete career shift, but continuous learning and development will keep you engaged and motivated. This mindset not only enhances personal growth but also strengthens your contributions to any team or organisation you join.
