Laura Tough

Laura Tough

Head of Member Vulnerability, Access & Inclusion, Nationwide Building Society

Laura joined Nationwide Building Society in May 2019 to lead the vulnerability, access and inclusion agenda. Her role includes setting the strategy for Nationwide on vulnerability, ensuring colleagues across the business understand their responsibilities for meeting the needs of vulnerable customers in their BAU activity, and developing insight-led propositions to meet the needs of specific cohorts of customers in vulnerable circumstances.

Previously, she was at Barclays for over 15 years in a variety of roles including: embedding ‘treating customers fairly’ across the business; leading engagement with consumer campaign groups like Which?, Citizens Advice & Age UK on topics such as financial inclusion, financial difficulty, digitisation & branch closures; and developing propositions for financially vulnerable customers.

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