
Championing Vulnerability Across Sectors
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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:

Senior Vulnerability Manager,
Citizens Advice
DR. ELIZABETH BLAKELOCK

Head of Customer Experience & Strategy
South East Water
ANDY CLOWES

Resolution Delivery Manager,
Yorkshire Building Society
SUE BUCKLE

External Stakeholder & Vulnerability Assurance Manager,
Shell Energy
MATTHEW CHAPLEO

Vulnerable Customer Centre of Excellence - Senior Consultant,
Phoenix Group
KAREN STEWART

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
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JANE CRISP

Customer Care Manager,
Ageas UK
CHARLOTTE DAVIES

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

Senior Operations Manager
Billing Finance
PHILIP HIRONS

Director of Customer
Atlanta Group
DAVID HARRISON

Priority Services Partnerships and
Engagement Lead
United Utilities
AMANDA PHILLIPS

Head of Customer Vulnerability, Strategy, and Engagement
Lloyds Banking Group
JANE RODRICK

GI Customer Outcomes Consultant
NFU Mutual
SARAH WRIGHT

Affordability and Vulnerability Strategy Manager
South West Water
GEMMA PARKER

Customer Experience Programme Manager
M&G Group
JAMES WILLMORE

Vulnerable Customer Lead
Collaboration Network