Speaker profile: Karen Stewart

Karen joined Phoenix Group in November 2021 as a programme Manager for the Vulnerable Customer Programme. Her background has been in retain banking and Energy and has been close to supporting vulnerable customers for many years and this role gives her the opportunity to really challenge how they can continue to provide good outcomes for customers, especially those who may find themselves in vulnerable circumstances. Karens focus is on delivering a new Vulnerable Customer Framework backed up with a set of Standards and Principles, supporting the business in how they can evidence good outcomes and prevent risk of harm for their customers and helping to ensure vulnerability is considered in everything they do – their customer facing teams, the comms, the product and proposition design for example. Karen also focuses on bringing our research to the wider audience and supporting the business in creating plans to close any gaps and supporting with training opportunities. Karen also look at collaboration and external partnerships to help leverage the insight and knowledge that can be gained from cross sector experts.