In this episode, Helen is joined by Bridie O’Shea, Customer Insight and Excellence Specialist at Mansfield Building Society. Bridie shares how her role focuses on improving customer journeys and ensuring vulnerable customers receive the support they need.
Together, they explore the importance of going back to basics — embedding vulnerability awareness into everyday practice, building networks of champions across teams, and recognising the often-overlooked needs of carers.  

Helen and Bridie also discuss the vital role local branches play in their communities, how meaningful human connections help identify when customers may need extra support, and why this matters even more as financial services become increasingly digital.  

From supporting colleagues through difficult conversations to simple acts of kindness that make a real difference, this episode highlights why vulnerability work is a continuous journey of learning, listening and improving. 


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Email: helen@helenpettifer.com 
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