‘Expert by experience’ is increasingly recognised as an approach to help ensure markets are inclusive, especially for customers in vulnerable circumstances. Charities and people with a lived experience of vulnerability want to increasingly shape the thinking and practice of organisations.

Most regulators (including the FCA) recognise this and expect firms to consider such an approach. However, just how do organisations practically do this when there are 28 million vulnerable customers (all with different needs) and just 24 hours in a day to make this all work?

Our latest podcast recorded as part of MALG's Virtual Connect, brings together five experts to explain just what an ‘expert by experience’ is, how organisations go about selecting which experts and charities to work with and what difference this engagement can make to the way in which organisations operate.Joining our Vulnerability Lead Consultant, Chris Fitch are:

Multi award-winning disability campaigner and Euan’s Guide Ambassador, Jon Attenborough.

Head of Customer Vulnerability, Strategy, Insight and Engagement at Lloyds Banking Group, and Vulnerability Academy graduate Jane Rodrick.

Chair of the Money Advice Hub, St Georges House Leadership Fellow, and service design innovator, Sam Nurse.

Managing Director at Three Hands, an organisation that brings people with lived experience of vulnerability with organisations who want to understand and connect with the lived experience perspective, Jan Levy.

Head of Corporate Engagement at Fair By Design (funded by the Barrow Cadbury Trust), Carl Packman.

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