SFE_Background.jpg

Special Interest Group

Changing Customer Needs

“Chair quote to be supplied — one or two sentences on why the group matters and why members should get involved.”

Chair: Emma Noble, Lloyds Banking Group

Objective

Improve financial inclusion in Scotland and support the population to become more financially resilient.

Strategic Focus

  • Working together to improve financial and digital literacy in Scotland

  • Encouraging more consumers to be open about any vulnerabilities

  • Setting up the next generation for better financial futures

2026 Strategic Delivery

  • Schools banking pilot, delivered via the Banking Group

  • Vulnerable Customer Summit

  • ID Charter exploration (Banking)

  • Power of Attorney simplification (L&P, Banking, WM)

Activity

Sessions held in January and April, leading to the publication of the Changing Customer Needs Report in April

Events and engagement: Activity included the EFI/Young Scot Next Gen research session, a Consumer Duty webinar and a Customer Understanding webinar

Flagship event – Vulnerable Customer Summit: The Summit brought together partners, experts, the FCA, Financial Inclusion for Scotland and member firms to share insight, case studies and approaches to supporting customers facing vulnerability. The FCA has highlighted the group’s activity as a positive example of industry collaboration to improve customer outcomes.

Members

Cross-Group Collaboration

Banking Group
Join this group on the Member Platform
Life & Pensions Group
Wealth Management Group

Latest news

___LZSettings_N4IghgdglgtmAuUD2EDOIBcBtAugGnAFd4kBhAJyQAdN5zCBTAgI3IbAGsqkoJ4B5AG4Ny5KABMG6DMAC+BAMZIANsoYLEKAJLjMIAGwAmAMwL9AMwAMhgCxHLDfQFZjzAJwLzAdie+QilTUNZAgAFQBPKgZMAEYA5UIYCAB1CXgAC0wbS0sCSVQoAHMIPTBiJEKxXQJzKGV4EUxQeDBCvVJ0yELeQoACUkJUEhgRXoA5BgZxdEUEBkKkcnDMCEJVeRBC4gbyTENckHT2SXJQhgAPeD1-EFhWhgBBVCiNACUEZD0YgDovP4AOG7KIrpeDMJDnTDmMDKVBMEDAoZaOCFR7A4ojPh6NTmK4ERHwZH3ADKUAAXtEMMYDiMWuIEGAAApIAqaEoYcDg4QAWkQ8DUNxgUHOU1IKAaWIwdEYBCoJPJlOMsrEcCWAFkGHSGXp6Q0blRKOJCBoAIqEKAKDgANSgDAA7gBRCBgZhqXQYaGw+FwpQQenqzVgXVgPQKBAzECodJIR3nBQiKhXKX0b3Ru2MsBDfjkACqVCUQoghQdwj40hAhHzSELbQIUZjjLE8doKbradexzViwYABleBwWzLI2nQulEsxnXVB6mY6EoPzKdLvcD8oyRK8Y5glSAGpcHuiIJikwiGLibrv4KSKXoRuIoIlz+RIKhzIsYNJQJQWmymiAyb-BBhRhMAOQhoGPSQ2lkDZUDDAUZBASEEMAhJKRiHICDA+c9AAUhADZlmQoC0IwitwNw-CNmoMAFHnQjQBQ4CMHQ0DyI5PCqPMcw4STUAkIY4iQMwtiQCoSECIAwSMFY7COTEyiCEWIpeF-fiQEYyknBk48OIIej1KkrThNkkAOJgjh7VUyTUKEsiTMg-C9OspjtJ1eZKI2BhnVdXswDJQjPThAgYWUEsvPgaRAvhecGHfLQIA3O0twIFofPgMUEiSaRDBSl01HgABxbZGgwfYCBgJBmDqBgMsSNBYnKyrqqK+Adls5QkCDfdlGzDM2g9GEgoRTrxD6hgr0pGwCDtJ8qC0Bp31SDI+wgAcBq9OtFkvRJVXCebYvLCAkG5VAtpues7WJTo2AAIW2FBDqQK6wDYG5mHutAtF9fcikPcLQ3CxoWA+1AvpQCa9FQOBVDekGwYgDLFj0V0aIHYHWoe+HiXgcJ4MjABHQgXoYblwXIE4biDcRSAQUJWlIZRMzhR6IGieIgjZHNyGUPRWbtVBuWDZhMzZnd5zxiZ+d6AARBlhbhc9IgYMYwBGZGOsKUnMwtblKgkG42BhG6OstHR1aQS1uUsf5DHMBRmGYcwnHMQxxA8f5LDcSx9GMfCgA
Report highlights financial services ongoing commitment on improving customer outcomes
SFE Press Release
Report highlights financial services ongoing commitment on improving customer outcomes
SFE Press Release

Scotland’s financial services sector has launched its second Changing Customer Needs report spotlighting the sector’s ongoing commitment to improving customer outcomes against a backdrop of changes to the economic, regulatory and industry landscape. The report highlights the financial services sector’s response to evolving customer requirements across Scotland, and examples of collaboration and innovation that are already making a difference to customer outcomes. 

Read more →
SFE Press Release
New report spotlights financial services commitment on improving customer outcomes
New report spotlights financial services commitment on improving customer outcomes

Scotland’s financial services sector has this week launched a new report into the evolving needs of customers, and how the sector is responding to changes in the economic, regulatory and industry landscape.

Read more →

Upcoming events

___LZSettings_N4IghgdglgtmAuUD2EDOIBcBtAugGnAFd4kBhAJyQAdN5zCBTAgI3IbAGsqkoJ4B5AG4Ny5KABMG6DMAC+BAMZIANsoYLEKAJLjMIAGwAmAMwKAHAEYA7MYCcVgKyGGAFhcAGM1YXvDzQ-ogiipqGsgQACoAnlQMmBbByoQwEADqEvAAFpge7gSSqFAA5hB6YMRIRWK6BABmUMrwIpig8GBFmBCEqooIDEVI5FGd3cryIEXETeSYhnkgmeyS5BEMAB7wekEgsO0MAIKosRoASgjIehYAdFa3ZtvKxZnwzEhrmLVgyqhMII+o8C0cCKB0eJRgDD4ejUtU2BH+gOBDAAylAAF5xDDGeYQtriBBgAAKSEKmlKGHAr2EAFpEPA1NsYFA1gxxKQUE0oRg6IwCFQ9qiMZhjHyxHAhgBZBh4gl6fFNbZUSjiQgaACKhCgCg4ADUoAwAO4AUQgYGYal0GE+31+PyUEHxkulYHlYD0EBQcQIqEySGNawUIiom259FtvoNhLAAP45AAqlQlEyIEUjcI+NIQIRE0hkx1vRHCWJA7QwwW-SclhLBgwADK8Dil3kgH1+iKZZLMU0NJvhttQemYnm2x4FQkiE5+4UEJobfZgiAQrl-Biw7az+CCzEgCHiKDJdfkSCoWqDGDSUCUNpklogNG3wRfRiYeaEaAhkCSDqycaoBRfTFQHeGQQEfJJMQsdxX3fPQAFIQHGYYQLA58MEg6CBzghDxmoMAFAHJDQBQiCoIIN9MIpeCcNqWofhDICHyfTEMI-Kh3kQxjwJfMiYIpNjsIIQZil4W9gKIpjMAcFisI45CJIwKSeIokAqN-DhDVEzjUOkikvwQghCNA+SdM-fpsPGSEzTUWswDRJDrR+AgvmUNNIXgaQHN+AcGHPLQIEnA1pxANpzWldkkhSaRDBnKzpQAcSmZoMDmAgYCQZgGgYcLkjQeJUvSzKEvgaZuL+JAXXnZRYyjDorS+RyypdGqUXRTEXAIA0jyoLQmnPdIsnrCBGzqm1vUGTdknFKIep8zMPWpVBxu2VsDWRTIwDYAAhKYUDmpA1o2r0QGYHa0C0e152KRc3L0QM+GaFhTtQc6UC3PRUDgVRthO4rdpeiBwsGPRzTwxtHt+s77WReAogZClUAAR0IQ7qVechlm2F02QQCJ2lIZRox+PaICOpRVHUMk43IZQ9AYdN3OpV1mGjI66ThkBXIzAACAARAlmZ+dcYgYAA5MAIVp+nUAWtptVZbY2C+TblCQbUdGBlXtWpT4HDAVcbFqWxxAsfQFAcYxmFqZmEKAA
Simplify to Survive: The Challenge for Acquisition-Built Financial Services Firms
Sept 16
Simplify to Survive: The Challenge for Acquisition-Built Financial Services Firms

This invitation-only executive roundtable will bring together COOs and transformation leaders to explore how acquisition-led growth has created operational complexity across financial services.

Drawing on insights from Reinvigoration’s latest executive paper, the discussion will examine the impact of fragmented systems and processes, why transformation programmes often struggle to deliver lasting value, and how firms can simplify operations to strengthen resilience, support AI adoption and create the foundations for sustainable change.

Read more →
From Edinburgh to Everywhere: New approaches to distribution and investor diversification in UK asset management
Sept 17
From Edinburgh to Everywhere: New approaches to distribution and investor diversification in UK asset management

Explore the regulatory, commercial and market developments reshaping fund sales and distribution across the UK and Europe. The session will examine how asset managers can respond to changing investor expectations, regulatory reform and international competition, with a fireside chat featuring the FCA on key developments including Consumer Composite Investments, LTAFs, Consumer Duty and financial crime.

Read more →
The CDO Reality: Strengthening Data for AI Success and the Roadmap to Agentic AI
Sept 22
The CDO Reality: Strengthening Data for AI Success and the Roadmap to Agentic AI

IDC and Mastek invite senior data and technology leaders to an exclusive roundtable dinner exploring how financial services organisations can build AI-ready data foundations, strengthen governance and move from experimentation to measurable value. Hear expert insight from IDC’s Neil Ward-Dutton and discuss the practical transition from GenAI pilots to Agentic AI at scale.

Read more →
Beyond Vibe Coding: Governing the Next Era of AI engineering
Sept 29
Beyond Vibe Coding: Governing the Next Era of AI engineering

AI-assisted coding is rapidly moving beyond autocomplete and chat towards autonomous agents that can plan work, edit files, run commands and open pull requests.

This practical workshop explores the governance, security, cost, adoption and oversight risks of agentic development, with a live demonstration of how organisations can introduce AI coding tools in a controlled, auditable and responsible way.

Read more →
The Future of Financial Crime Webinar – AI, Data and the Next Generation of Controls
Oct 1
The Future of Financial Crime Webinar – AI, Data and the Next Generation of Controls

Explore how AI and data are reshaping financial crime prevention, from smarter detection and controls to the governance, transparency and data foundations needed to scale adoption responsibly.

Read more →
SFE Young Professionals Summit 2026
Oct 16
SFE Young Professionals Summit 2026

Join young professionals from across Scotland’s financial services industry for the inaugural SFE Young Professionals Summit, featuring sector insights, skills development, practical networking training and an evening panel and reception.

Read more →
Edinburgh Winter Reception
Nov 25
Edinburgh Winter Reception

Join SFE members and guests at the Edinburgh Winter Reception, hosted by Baillie Gifford, for an evening of refreshments, informal networking and the opportunity to connect with colleagues from across Scotland’s financial services community.

Read more →
Glasgow Winter Reception
Dec 3
Glasgow Winter Reception

Join SFE members and guests at the Glasgow Winter Reception, hosted at the Barclays Campus, for an evening of refreshments, informal networking and the opportunity to connect with colleagues from across Scotland’s financial services community.

Read more →