Experienced – Dedicated – Professional
Our team have decades of experience in consumer understanding and strategy
We’re small but powerful, and are known for building value for organisations in everything we do.
Learn more about Lauren Peel, Lisa Edgar and Vicky Ward.
Lauren is a leader in consumer and financial vulnerability with over a decade of experience in consumer strategy and delivery, from insights and co-design through to experience and propositions.
Lauren started her career at Aviva, working across the UK and Canadian businesses on propositions development and customer experience as well as communications, marketing and insights.
Lauren was then Director of Consumer Insights and Propositions at Fair4All Finance. Lauren is responsible for building the first ever segmentation of people in financially vulnerable circumstances, which has been used by hundreds of firms.
Lauren is passionate about delivering great outcomes for all customers, and works with organisations of all sizes, wherever they are on their journey of serving vulnerable consumers. She’s an experienced public speaker and writer. She’s also been involved in diversity and inclusion initiatives for over a decade, and is a Trustee for her local Citizens Advice service.
Lisa has over 30 years of experience in planning and insight, combining exec PLC experience (as Chief Customer Officer) with Board level consultancy and PLC experience. Lisa is currently a Board Director at Merchants Trusts Investment Company PLC.
She is long-trusted at C-suite to provide strategic advice and commercial application to insight.
Lisa has been working with organisations and their approaches to vulnerable customers for almost 10years. She was an expert stakeholder on UKFinances’ Coping mechanisms and Power of Attorney working group back in 2016/7. Since then, she has worked to support businesses to identify how vulnerability actually manifests itself in the customer journey and what that for optimising their offers to drive strong outcomes.
Lisa is an award-winning media contributor, has spoken at numerous conferences (including the UN Science Summit) and is a published writer (including in grade 4 international marketing and research journals).
Vicky is one of the most highly regarded insight and brand planning experts in the UK. She brings over 30 years of qualitative expertise and we are proud that she is one of the Big Window’s Senior Partners. Vicky also leads our communication and literature testing practice particularly for our Financial Services clients who need to fulfil their Consumer Duty requirements.
Vicky has been central to the Big Window’s most strategic projects with clients calling out her ability to not simply reveal insights but advise on their brand and marketing strategies too. She led on the team’s work with the FCA on their ageing population strategy whilst also reinvigorating the brand positioning of a travel provider.
