Nearly half of UK adults will experience vulnerable circumstances at some point in their lives, yet only a fraction disclose this to their financial service providers. Without this insight, financial organisations are often unable to offer the tailored support customers may require, particularly during periods of ill health, major life events or financial hardship.
This research draws on a distinctive blend of behavioural science, image metaphors and implicit response testing (IRT) to reveal both the conscious and unconscious barriers that prevent individuals from disclosing their vulnerabilities.
Speakers
Vanessa Buehler, Senior Behavioural Architect, Cowry Consulting
Vanessa is a Senior Behavioural Science Consultant at Cowry Consulting. She primarily works with clients in the financial services sector, helping them apply behavioural science principles to enhance both customer and employee experiences. In recent years, she has specialised in supporting internal vulnerable customer teams, enabling them to leverage behavioural insights to improve outcomes for vulnerable customers.
Sarah Liddon, Senior Manager - Customer Vulnerability, Nationwide Building Society
Sarah is part of Nationwide’s central Customer Vulnerability Team, which is a centre of excellence, responsible for equipping Nationwide to be a leader in supporting customers in vulnerable circumstances. She has spent her whole career in financial services and the last decade focussed specifically on customer vulnerability. She leads on their data strategy for recording of vulnerability related needs and circumstances , which is one of the core foundations within Nationwide’s customer vulnerability strategy.
Karen Stewart, Vulnerable Customer Lead, Phoenix Group
Karen leads on delivering Phoenix Groups vulnerability strategy. Her background in financial services and the energy sector means she has a breadth of knowledge in vulnerability and regulatory requirements. Her passion and focus lie in collaboration, inclusive and accessible design, and best practice. She is active in external forums and working groups focussed on supporting customers when they need a helping hand.
In Partnership With:
Hosted by:
