
Championing Vulnerability Across Sectors

Senior Vulnerability Manager,
Ofgem
DR. ELIZABETH BLAKELOCK

Director of Operations & Sales,
Carol Nash Insurance (Atlanta Group)
JO THOY

Resolution Delivery Manager,
Yorkshire Building Society
SUE BUCKLE

External Stakeholder & Vulnerability Assurance Manager,
Shell Energy
MATTHEW CHAPLEO

Customer Strategy Director,
Saga
MARIA CARUSO

Senior Customer Experience Manager & Customer Vulnerability Programme Lead,
M&G Group
NICKI OSBORNE

Head of Vulnerable Customer Support
& Digital Services,
Dŵr Cymru Welsh Water
PAULA BURNELL

Customer Care Manager,
London & Country Mortgages
RACHEL EASON-WHALE

Affordability & VulnerabilityLead,
Southern Water
RACHEL RYAN-CRISP

Vulnerability Strategy Manager,
South East Water
JANE CRISP

Customer Care Manager,
Ageas UK
CHARLOTTE DAVIES

Potentially Vulnerable Customers
- Strategy & Framework,
HSBC Australia
CHRISSY DI SILVA

Senior Operations Manager
Billing Finance
PHILIP HIRONS

Head of Complaint Resolution, Customer Audit and Vulnerability
AXA
KAREN DODD

Priority Services Partnerships and
Engagement Lead
United Utilities
AMANDA PHILLIPS

Affordability and Vulnerability Strategy Manager
South West Water
GEMMA PARKER
Our Vulnerability Champions Group was founded in May 2021 by an exclusive group of highly passionate and dedicated vulnerability experts from among our membership network. This group's working purpose is:
"To deliver excellent experiences & fair outcomes for all people who need additional support, now and in the future. We will do this by connecting leaders who champion the creation of organisations people can trust."
Our Vulnerability Champions are listed below: