Vulnerable Customer Lead
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I'm passionate about supporting vulnerable customers, delivering improvements and innovation and deepening understanding of Consumer Duty and Inclusive Design.
My career has covered retail banking, life and pensions and the energy industry where I worked closely with customers and industry regulators including implementing and delivering vulnerable customer schemes. This led me career focussed on vulnerability and Consumer Duty.
I am active in focus groups and forums around vulnerability and am a Vulnerability Champion for the Collaboration Network. I have a particular interest in how to make products, propositions, and communications more inclusive and accessible for all customers, especially those in vulnerable circumstances and how to evidence good customer outcomes.
I have significant people management experience leading multi-function teams in varying environments. Experienced in designing and implementing vulnerable consumer strategies and best practice, working with industry regulators, and driving positive change for consumers who need additional support. An influential communicator with exceptional stakeholder management, interpersonal and organisational skills.
I have significant people management experience leading multi-function teams in varying environments. Experienced in designing and implementing vulnerable consumer strategies and best practice, working with industry regulators, and driving positive change for consumers who need additional support. An influential communicator with exceptional stakeholder management, interpersonal and organisational skills.
PHOENIX GROUP Nov 2021 - present
Joining Phoenix in November 2021, I initially delivered a C.£3.5m Vulnerable Customer Programme before creating and leading the Vulnerable Customer Centre of Excellence.
Excellence Business Partner Feb 2021 – Oct 2021
Delivery of customer centric excellence across the business including the definition, planning, and execution of key initiatives. Accountable for defining and delivering 2021 ECO and Warm Home Discount obligations (C. £12m). Defining and delivering the vulnerable customer strategy to the business.
Customer Delivery Manager Jan 2021 – Feb 2021
Delivered a new contract to work on outbound sales for energy and services for one of the Big 6 energy companies.
VEGWARE Dec 2019 – Oct 2020
UK Consumer Contention Lead (PMO for Business Readiness) (2+ years)
Provided governance and assurance to the Business Readiness business functions (Customer and Field Operations) to ensure effective planning, delivery, and handover of change deployment activities in line with the business strategy. Managing a team of analysts.
Worked with key Business Leaders to identify, track, and mitigate risks to the business. Identifying, and working within risk appetite parameters and providing guidance to operate in a structured environment.
Set up, implemented and embedded new teams and processes for Quality Assurance, engineer feedback, escalated complaints, data analysis and webchat for the Dyno Contact Centre. Managing approx. 55fte across multiple teams.
Managed sales teams, Team Managers, and dialler teams (approx. 45fte) to ensure we delivered a joined up and cross functional sales operation.
Life, Pensions & Investments Consultant
Managed key customer contacts through their pensions and investment needs. Pro-actively managed a pipeline of business generated leads and referrals for the business.
ROYAL BANK OF SCOTLAND Oct 2007 to July 2008
Managed sales teams, training, and resourcing across 5 branches in Edinburgh working closely with Branch Managers to identify the individual branch targets and Financial Planners and Mortgage advisers to provide cross generated business.
HSBC BANK Sep 1997 to May 2007
Managed an outbound sales team to sell retail banking products to existing and new customers. Recruited, trained, and developed the teams to ensure all compliance and audit requirements are met.
PREVIOUS ROLES - Dove Davies & Partners –2 years) ESPC – (4 years)
EDUCATION & QUALIFICATIONS
Inverkeithing High School - Certificate of Higher Education English – A Geography - A
O´Grades/Standard Grade passes - Geography, English, Maths, French, Spanish, Secretarial Studies
Inclusive Communications - Communication Access UK
Behavioural Science Masterclass - Cowry Consulting
Lean Six Sigma Yellow Belt - British Gas
