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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

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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. 

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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.

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Upcoming events

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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.

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Agent Building Workshop
Oct 28
Agent Building Workshop

Join SFE, Encompass and Barclays for a hands-on workshop designed for early-career professionals in compliance and operations. Working in small teams, participants will identify a real workplace challenge and build a live AI agent using EC360 MCP, with guidance from Encompass experts. The afternoon will also include team presentations, prizes and networking opportunities. No technical experience is required.

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Carers in the Workplace
Nov 3
Carers in the Workplace

Join SFE Young Professionals and Burness Paull for an evening exploring the realities of unpaid caring and the challenges that can come with balancing caring responsibilities alongside working life. The session will look at the support, resources and legal guidance available to carers, with insights from VOCAL and legal experts from Burness Paull and Brodies.

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Fund the Future – Releasing Legacy Cost to Accelerate Modernisation
Nov 4
Fund the Future – Releasing Legacy Cost to Accelerate Modernisation

Legacy technology can create significant cost, complexity and constraints for financial institutions looking to modernise. This session will explore how firms can release value from legacy systems, reduce pressure on cost and capacity, and use that headroom to support wider transformation.

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Shaping the Future of Risk
Nov 6
Shaping the Future of Risk

Join Lloyds Banking Group and Scottish Financial Enterprise (SFE) for Shaping the Future of Risk, a conference exploring how technology, data and AI are transforming risk management in financial services. Featuring industry professionals from Lloyds Banking Group, Aberdeen and Barclays, the event will explore future skills, customer outcomes, AI governance and emerging challenges, alongside opportunities for networking and discussion.

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From Product to Advice: Shaping the Future of Wealth & Asset Management
Nov 17
From Product to Advice: Shaping the Future of Wealth & Asset Management

Join SFE and Capco at The Scotsman Hotel in Edinburgh for an evening exploring the future of wealth and asset management. Through a presentation and panel discussion, industry experts will examine how evolving regulation, changing client expectations and product innovation are reshaping the sector. The event will also explore the technology, governance and operating models needed to support sustainable growth, followed by networking with professionals from across the industry.

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Scottish Solutions for a Changing Climate
Nov 18
Scottish Solutions for a Changing Climate

As COP31 approaches, this event will explore some of the most exciting climate and sustainability solutions being developed and deployed across Scotland, highlighting practical examples of innovation, investment and collaboration that are already delivering progress and helping to shape a more sustainable future.

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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.

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