Collaboration Conference

14th October 2021

09.00 - 17.00

Sponsored by

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The Collaboration Conference brings a range of consumer focused professionals together from across sectors to share knowledge, insight and best practice. Topics covered will include Vulnerability, Complaints Handling, Customer Experience, Regulatory Compliance, Mental Health & Wellbeing, Communication and Consumer Insights*. We are delighted to have Aptean as the official sponsor of this conference. Aptean have played a pivotal role within the Collaboration Network and strengthening our mission to create a cross-sector network that collaborates to improves services for customers and support for colleagues. Download the agenda here.

Free for Members | £115 for Non-Members


09.10     Open for delegates to join


09.20     Welcome Address
              Mark Bailey, Director & Co-Founder, Collaboration Network


09.45    Case Study: Supporting Customers Experiencing Vulnerability 
              Leah MacFadyen, Customer Vulnerability Principal, Insurance Australia Group


10.30     Mental Health in Early Careers: Preparing for the Future
              Anastasia Vinnikova, Bank of England


11.15     Refreshment Break


11.30     Tackling the Challenge of Scams 

              Anna Roughley, Lending Standards Board


12.15     Insight into Consumer Behaviour Shifts in 2021

              Ben Page, Ipsos MORI


13.00     Refreshment Break & Networking Breakout Room Open


13.30     Creating an Inclusive Culture & Managing Sensitive Office Conversations

              Yehudi Asamoah, Monzo Bank


14.15     State of the Nation: Money & Mental Health

              Helen Undy, Money & Mental Health


15.00     Refreshment Break


15.15    Case Study: Creating a Path to Better Complaints Handling

             Sharon Greenwood, First Direct


16.00    Vulnerability 2021: The State of the Art

             Dr. Elizabeth Blakelock, Ofgem


16.45   Final Thoughts & Questions


17.00   Close of Conference


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Mark Bailey - Host

Collaboration Network

Mark is a Co-Founder and Director of the Collaboration Network supporting cross-sector engagement and improving the relationships between consumers and businesses. Mark will host and help set the scene for each session and will lead on the Q&As.

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Ben Page - Keynote Speaker

Ipsos MORI

Ben Page is Chief Executive of Ipsos MORI. He joined MORI in 1987 after graduating from Oxford University in 1986, and was one of the leaders of its first management buyout in 2000. A frequent writer and speaker on trends, leadership and performance management, he has directed thousands of surveys examining consumer trends and citizen behaviour.

From 1987-1992 Ben worked in our private sector business on corporate reputation and consumer research, working for companies like Shell, BAE Systems, Sky TV and IBM. Since 1992 he has worked closely with both Conservative and Labour ministers and senior policy makers across government, leading on work for Downing Street, the Cabinet Office, the Home Office and the Department of Health, as well as a wide range of local authorities and NHS Trusts.

He became Chief Executive of Ipsos in the UK and Ireland in 2009.

Ben is a Visiting Professor at Kings College London, and a fellow of the Academy of Social Sciences. He sits on the Economic and Social Research Council (ESRC) at UKRI. He serves on advisory groups at the Kings Fund, and the Social Market Foundation (SMF), and is a Trustee at the Centre for London and at the Centre for Ageing Better, as well as a patron of Create Streets. He recently served as a commissioner on the Resolution Foundation's Intergenerational Commission. He is a Council member of the CBI for London. Ben was named one of GQ’s 100 Most Connected Men of 2015.

He regularly appears on national TV and radio programmes.

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Anastasia Vinnikova - Keynote Speaker

Bank of England

Anastasia Vinnikova is the Wellbeing Lead at Bank of England and is a highly motivated, multilingual mental health advocate. Her main areas of focus are in workplace wellbeing, mental health of those early in their careers, and mental health in sportspeople. She also has a particular interest in equality in mental health, an understanding of which was significantly developed during her 2 years on the Commission for Equality in Mental Health.

In 2020 Anastasia was awarded the 'Breaking the Silence' award at the Not a Red Card Awards, and she was ‘Highly Commented’ in the 2020/21 InsideOut Awards within the Storyteller category, and in 2019 was shortlisted for the 'Future Leader' award by This Can Happen.

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Helen Undy - Keynote Speaker

Money and Mental Health

As CEO, Helen leads Money and Mental Health to deliver their mission: to build a world in which the vicious cycle of money and mental health problems is broken. Helen was a core part of the founding team at Money and Mental Health, running the organisation’s communications and influencing work before becoming CEO. A passionate campaigner, her proudest moment so far was the team winning the ‘Recovery Space’ campaign, securing debt respite for everyone using NHS mental health crisis services.

Helen has significant experience working across the third sector and in policy and politics – previously leading Mind’s policy and campaigns work on public mental health and social care, campaigning with young care leavers and people who are homeless, and working as a political researcher. Helen is an independent advisor to the UK Regulator’s Network, sits on the advisory group to the board of the Money and Pensions Service, the UK Finance Consumer Advisory Group, the Government’s Financial Inclusion Policy Forum and the advisory board for suicide prevention charity Jonathan’s Voice.

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Dr Elizabeth Blakelock - Regulator Update


Dr. Elizabeth Blakelock is Senior Vulnerability Manager at Ofgem, where she is currently on secondment from Citizens Advice. At Citizens Advice, Elizabeth led a team that champion people's rights in some essential service markets and tracking the impacts that firms' decision-making has on people's lives.

Recently Elizabeth has started to question the role of large, top-down, processes for delivering culture change. She’s focused on connecting people to build bottom up, processes and structures to support change. She calls it Inclusion Scaffolding. This has included some backstage wrangling to create a new diverse speakers list in energy and starting a departmental EDI forum. 


Working predominantly with the energy sector, and at a charity Elizabeth fights to make sure that the people around the table having these discussions have the diverse backgrounds and diverse ways of thinking that we're going to need to overturn decades of inequality locked into the ways that markets work. 

Her role also includes advocating for policy processes that embed empathy. This means engaging directly with people as they are rather than how a decision maker assumes, or even wishes, they should be. In 2020 she finished her Ph.D. on how powerful ideas influence the rules of the energy market to undermine processes that were supposed to ensure inclusive policy making.

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Yehudi Asamoah - Keynote Speaker

Monzo Bank

Yehudi is People Chief of Staff at Monzo Bank and was previously their Head of Complaints. As one of their earliest employees, Yehudi is very close to the culture of Monzo Bank and is highly passionate about developing an inclusive culture that leads to better outcomes for all.

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Sharon Greenwood - Industry Case Study

First Direct Bank

Sharon has a passion for delivering amazing customer service, she currently leads the First Direct Vulnerable Customer and Customer Relations Departments. Her mission is to support customers in the moments that matter the most, ensuring they are fair, proactive, whilst always delivering an exceptional service.

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Anna Roughley - Regulator Update

Lending Standards Board

Anna joined the LSB in 2016. She leads the Insight, Communications and interim registration functions at the organisation. She is responsible for driving forward strategies which: reaffirm to registered firms the requirements of the LSB’s Standards and Codes through the provision of insight; raise awareness of the LSB and the importance of delivering good customer outcomes; and support applicant firms through the registration process.

Anna has extensive experience working in risk and compliance and is passionate about delivering customer centric solutions through the provision of best practice frameworks and strategies.

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Leah MacFadyen - Case Study

Insurance Australia Group

Leah is the Customer Vulnerability Principal at IAG where she champions the program to support customers experiencing vulnerability. Leah is a strong advocate of helping people going through difficult times, and prior to her appointment with IAG she worked as a Psychologist and rehabilitation counsellor

Sponsored by

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*Please note: the agenda is subject to change

As a digital conference, Collaboration Network cannot be held responsible for connectivity issues delegates may have.

The conference will be recorded and made available on request to members and paying delegates. Certain material may be redacted by individual contributors.