Charlotte is a strategic financial services professional with extensive experience spanning customer care, customer experience, complaints management, vulnerability strategy and regulatory outcomes.

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Passionate about delivering fair, inclusive and customer centric service design, she specialises in transforming customer insight, lived experience and regulatory requirements into practical strategies, frameworks, training programmes and operational improvements.

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In her previous role at Ageas UK, Charlotte led the organisation's vulnerable customer strategy and framework, driving a coordinated approach to embedding inclusive customer care across the business. She worked collaboratively with business areas to ensure customers in vulnerable circumstances received fair treatment, appropriate support and positive outcomes throughout their customer journey.

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Charlotte has joined The Collaboration Network as Principal for Customer Engagement, where she will support organisations across a range of sectors to develop and implement effective customer vulnerability strategies. Drawing on her expertise in vulnerability, engagement and regulatory expectations, she will help organisations better understand and respond to the diverse needs of customers in vulnerable circumstances.

 

Through strategic advice, capability development and practical implementation support, Charlotte will support organisations to improve customer experience, enhance employee confidence, strengthen service delivery and create sustainable change that delivers better outcomes for customers.