Latest / Unlocking Vulnerability
Back to Basics: Embedding Vulnerability Across the Customer Journey
In this episode, Helen is joined by Bridie O’Shea, Customer Insight and Excellence Specialist at Mansfield Building Society. Bridie shares how her role focuses on improving customer journeys and ensuring vulnerable customers receive the support they need.
Together, they explore the importance of going back to basics — embedding vulnerability awareness into everyday practice, building networks of champions across teams, and recognising the often-overlooked needs of carers.
Helen and Bridie also discuss the vital role local branches play in their communities, how meaningful human connections…
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