Defining, measuring and improving outcomes for vulnerable customers

This remote workshop will be delivered over two half-day sessions. First session is on 21st October 2025 and second session is on 23rd October 2025 , both sessions are scheduled in the morning between 09:00am - 13:00pm.

Please note if you are not able to attend the second session, please get in contact and we can offer a place on the next workshop.

This course is designed to equip professionals working to support vulnerable customers—particularly those in the Financial Services sector—with the tools, frameworks, and confidence to define, measure, and improve customer outcomes.

Grounded in the latest FCA guidance and Consumer Duty expectations, it blends strategic insight with practical application.

Participants will explore an outcomes model that with collaborative exercises and real-world examples, will help translate abstract concepts like fairness and harm prevention into tangible, data-informed actions.

It will also focus on how to use vulnerability data effectively, distinguishing between different types of data, and tackling head on the challenge that there is a high volume of consumers who have characteristics of vulnerability.

With over half the session time dedicated to breakout discussions and hands-on tasks, learners leave not only with knowledge—but with a practical understanding of how to apply that knowledge in the real world.

Course outline

By the end of this course, participants will be able to:

1. Define meaningful customer outcomes using techniques that reflect emotional and identity-level needs.

2. Apply an Outcomes Model across their product and service suite that will support targeted interventions.

3. Distinguish between different types of vulnerability data and assess their relevance.

4. Use data strategically to monitor, validate, and improve outcomes over time.

What's covered?

This course will cover:

· Understanding Outcomes and how to define them

· How to achieve the Outcomes you desire

· How to develop Outcomes insight

· How to use Outcomes insight to take practical action

· Techniques to help focus on vulnerable consumers most in need of support

Benefits to you

· Will help you ensure fair outcomes for vulnerable customers

· Will help employees identify and mitigate harm for vulnerable customers and so achieve the right outcome

· Will help improve customer experience, deepen relationships, and reduce costs

The trainer: David Atkins

David is a dynamic and accomplished executive with a distinguished 35-year career at Lloyds Banking Group, where he has held senior roles spanning customer servicing, sales & marketing, compliance, operational risk management, and auditing the Group’s international businesses.

In his most recent leadership position, David spearheaded the delivery of the Group’s strategy to enhance experiences and ensure fair outcomes for individuals in vulnerable circumstances. He collaborated with internal and external stakeholders to drive meaningful change, strengthening the Group’s vulnerability infrastructure and data landscape while pioneering practical solutions that reduce risks of harm for vulnerable customers.

David is a steadfast champion of inclusion, exemplified by his decade-long leadership of Lloyds’ LGBTQIA+ colleague network. Through this role, he has empowered colleagues to embrace their authentic selves at work, advised the business on inclusion strategy, and contributed to the broader UK community through charitable initiatives. His leadership in this space earned him recognition in 2024 as an INvolve Outstanding Executive Role Model and a Top LGBT Gamechanger by LGBTGreat.

Beyond the corporate sphere, David is deeply committed to social impact. He serves as Trustee and Deputy Chair of Root & Branch, a charity supporting individuals with moderate to severe mental health conditions; as Partnership Director for Pride Wide, advancing LGBTQIA+ rights and lives; and as a parish councillor, driving positive change in his local community.