Joanna Finlay

Consulting Manager in Financial Wellbeing, Inclusion & Vulnerability

Joanna Finlay is Consulting Manager in Financial Wellbeing, Inclusion & Vulnerability at Sopra Steria. She works with Public and Private sector organisations to transform customer experiences for vulnerable and excluded people. This includes outcomes-focussed cultural change, embedding Inclusive Design and data-led innovation around digital migration.

Joanna’s passion for financial inclusion developed through 16 years’ experience in retail banking, across strategy, product management and developing purpose-led culture. She advocated access to bank accounts for homeless people as Young Banker of the Year 2017, was formerly a member of the CSJ’s Financial Inclusion policy unit Board and the Affordable Credit Access Group, and is a TEDx speaker. "

Latest Publication

Latest Publications

Onboarding vulnerable customers in banking - challenges at the first hurdle

| Joanna Finlay

We surveyed 100 IT and Customer Service decision makers within banking in the UK to find out how the shift to digital is impacting the customer onboarding experience, particularly those in vulnerable circumstances. Find out where the challenges lay.