Jenna Birchall
Vulnerability Consultant @Helen Pettifer Training Ltd
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WORK HISTORY
Vulnerability Consultant @Helen Pettifer Training Ltd
SKILLS
ABOUT JENNA BIRCHALL
Over 15 years experience within the financial services industry, delivering outstanding customer service and outcomes.In recent years my main focus has been adapting the customer journey for customers who may be vulnerable within the Life, Pension and Investment sector and embedding the FCA Consumer Duty Guidance to ensure customer support meets the needs of vulnerable customers. A strong passion for analysing customer and colleague insight, speaking first-hand to the people at the heart of the customer journey to understand lived experiences and appreciate different customer needs. Ensuring improvement activities are driven from the lens of the customer, acting as the ‘golden thread’ between differing parts of the organisation to provide the right outcomes and journey for the customer, complete with a human touch, influencing change and getting things done.
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