Karen Stewart

I'm passionate about supporting vulnerable customers, delivering improvements and innovation and deepening understanding of Consumer Duty and Inclusive Design.

My career has covered retail banking, life and pensions and the energy industry where I worked closely with customers and industry regulators including implementing and delivering vulnerable customer schemes.   This led me career focussed on vulnerability and Consumer Duty. 

I am active in focus groups and forums around vulnerability and am a Vulnerability Champion for the Collaboration Network.  I have a particular interest in how to make products, propositions, and communications more inclusive and accessible for all customers, especially those in vulnerable circumstances and how to evidence good customer outcomes.

I have significant people management experience leading multi-function teams in varying environments. Experienced in designing and implementing vulnerable consumer strategies and best practice, working with industry regulators, and driving positive change for consumers who need additional support. An influential communicator with exceptional stakeholder management, interpersonal and organisational skills.

I have significant people management experience leading multi-function teams in varying environments. Experienced in designing and implementing vulnerable consumer strategies and best practice, working with industry regulators, and driving positive change for consumers who need additional support. An influential communicator with exceptional stakeholder management, interpersonal and organisational skills.

• Engaging and influential leader (all levels)
• Highly organised and efficient 
• Change delivery & Governance
• Stakeholder Management
• Networking
• Designing strategy, frameworks, and principles

WORK HISTORY

PHOENIX GROUP                                                                                                              Nov 2021 - present

Group Vulnerable Customer Lead

Joining Phoenix in November 2021, I initially delivered a C.£3.5m Vulnerable Customer Programme before creating and leading the Vulnerable Customer Centre of Excellence. 

• Created a Vulnerable Customer Framework, Principles & Standards tor the group to bring governance and consistency into the treatment of vulnerable customers and outcome measurement.
• Co-designed and activated a group wide Vulnerability Strategy.
• Responsible for thought leadership purpose at group level, speaking at external and internal events, contributing to trade press, social media and creating and hosting vulnerability summits to raise the bar across financial services.
• Relationship owner for external bodies including Scottish Financial Enterprise, CCA and Collaboration Network.
• Responsible for embedding vulnerability consideration through inclusive design principles.
• Create the awards programme and entries for industry awards around the vulnerability programme and strategy.

PEOPLES ENERGY

Excellence Business Partner                                                                                    Feb 2021 – Oct 2021

Delivery of customer centric excellence across the business including the definition, planning, and execution of key initiatives.  Accountable for defining and delivering 2021 ECO and Warm Home Discount obligations (C. £12m).  Defining and delivering the vulnerable customer strategy to the business.

VERICALL

Customer Delivery Manager                                                                                     Jan 2021 – Feb 2021

Delivered a new contract to work on outbound sales for energy and services for one of the Big 6 energy companies. 

VEGWARE                                                                                                                     Dec 2019 – Oct 2020

Internal Sales Manager

• Increased internal account management from 108 to 360+. Introduced outbound calling, lead generation and focussed sales campaigns.

BRITISH GAS                                                                                                         Sept 2009 – Aug 2019

UK Consumer Contention Lead (PMO for Business Readiness) (2+ years)                                             

Provided governance and assurance to the Business Readiness business functions (Customer and Field Operations) to ensure effective planning, delivery, and handover of change deployment activities in line with the business strategy. Managing a team of analysts. 

• Delivered £120k benefits savings by developing a RAID framework across Business Readiness to effectively map dependencies and escalate risks or call to actions quickly reporting to director level. 

Risk and Compliance Manager (2 years)                                                                                                  

Worked with key Business Leaders to identify, track, and mitigate risks to the business.  Identifying, and working within risk appetite parameters and providing guidance to operate in a structured environment.

• Increased compliance by 7% and moved a RED to GREEN audit by creating and implementing a new governance and assurance model to adhere to industry regulations.

Account Support Manager (Dyno) (2 years)                                                                                             

Set up, implemented and embedded new teams and processes for Quality Assurance, engineer feedback, escalated complaints, data analysis and webchat for the Dyno Contact Centre.  Managing approx. 55fte across multiple teams.

• Delivered £1.2m profit target over the first 3 years by recruiting, implementing, and overseeing the setup of the Southern Water Contact Centre operation and reduced complaint lifecycle from 74 days to 28 days for Category 1 complaints by improving Franchise feedback and complaint handling SLA´s.

Outbound Sales Manager and Outbound Service Manager (3 years)                                                       

Managed sales teams, Team Managers, and dialler teams (approx. 45fte) to ensure we delivered a joined up and cross functional sales operation. 

• Identified a loss-making area, submitted a business plan and  recruited to enable movement of all outsourced operations back in house creating 20 new positions, delivering 200% against target.

STANDARD LIFE                                                                                                         Aug 2008 to Sep 2009

Life, Pensions & Investments Consultant 

Managed key customer contacts through their pensions and investment needs. Pro-actively managed a pipeline of business generated leads and referrals for the business.

ROYAL BANK OF SCOTLAND                                                                                Oct 2007 to July 2008

Area Sales Manager 

Managed sales teams, training, and resourcing across 5 branches in Edinburgh working closely with Branch Managers to identify the individual branch targets and Financial Planners and Mortgage advisers to provide cross generated business.

HSBC BANK                                                                                                           Sep 1997 to May 2007

Team Manager 

Managed an outbound sales team to sell retail banking products to existing and new customers. Recruited, trained, and developed the teams to ensure all compliance and audit requirements are met.

PREVIOUS ROLES - Dove Davies & Partners –2 years) ESPC – (4 years)

EDUCATION & QUALIFICATIONS

Inverkeithing High School - Certificate of Higher Education English – A   Geography - A                           

O´Grades/Standard Grade passes - Geography, English, Maths, French, Spanish, Secretarial Studies

CERTIFICATES

Inclusive Communications - Communication Access UK

Behavioural Science Masterclass - Cowry Consulting

Lean Six Sigma Yellow Belt - British Gas