SPP Event: Vulnerable Customers & Targeted Support in Retirement
Online
Tuesday 8 December 2026
09:30-10:45
This session will explore how schemes can support vulnerable customers approaching retirement, including what vulnerability means in a decumulation context, the growing risk of scams and fraud, and the increasing governance responsibilities involved in supporting different member cohorts. The discussion will also consider how targeted support could help engage vulnerable customers, drawing on early provider experience and practical lessons from implementation.
Speakers
Nilly Ozdemir,
Member Proposition Director, L&G
Nilly Ozdemir is a Member Proposition Director at L&G with 15 years’ experience helping workplace pension members engage with their savings and plan for retirement. She leads the development of member engagement propositions, combining behavioural science, digital innovation and personalised communications to drive better member outcomes.
Nilly works with some of the UK’s largest pension schemes, helping clients create effective engagement strategies across the entire member journey. She has been instrumental in developing innovative solutions including digital guidance, retirement support journeys and personalised engagement approaches, all designed to make pensions more relevant, accessible, and actionable for members.
Amy Gibbs
Market Leader, Trustee Administration, Capita Pension Solutions
Amy is Market Leader for Trustee Administration at Capita Pension Solutions, leading client partnership teams that support private sector defined benefit and defined contribution pension schemes. With almost 20 years’ experience in pensions administration, she has extensive expertise in client relationship management, regulatory compliance, operational transformation, data quality and service delivery.
Amy works closely with trustees, sponsors and industry stakeholders to help schemes navigate an evolving pensions landscape, driving innovation, operational excellence and improved member outcomes. She is passionate about the future of pensions administration and the opportunities created by emerging technologies, data-led decision making and changing member expectations.
Paul Edwards
Chief Nursing Officer, Dementia UK
Paul joined Dementia UK in March 2018 and has over 30 years of experience working in health and social care nursing, dementia and nurse leadership.
Paul has worked across the NHS, academia, and the independent sector. As CNO at Dementia UK he is responsible for the development, governance and growth of clinical services. Paul’s focus is on ensuring that there are robust governance processes in place to continually develop services and practice; and that new Admiral Nurses services are developed and supported clinically.
Paul works nationally to develop policy, practice and standards in dementia care, working with national stakeholders across health and social care. In addition Paul supports the professional development of nursing and nursing regulation, sitting on the professional strategic advisory group at the NMC and assisting in the development of standards for specialist and advanced nursing practice.
Paul sits on the Editorial Board for the Nursing Management Journal and the Advisory Board of the NIHR School for Social Care Research.
Adam Harper,
Executive Director, Strategy, Advocacy and Professional Standards, Chartered Insurance Institute
Adam Harper joined the Institute in March 2025. Adam is responsible for leading the development and implementation of the CII’s strategic plan, for delivering intelligent analysis and informed views on insurance and financial planning as part of a compelling public agenda for change, and for ensuring that the CII’s professional standards are a source of guidance and pride for its members.
Adam has over 20 years’ experience at Executive Director level within the professional membership body sector. Prior to joining the CII, Adam was Director of Professional Standards and Policy at the Association of Accounting Technicians where he led the development and enhancement of AAT’s professional standards regulatory framework and was responsible for AAT’s public policy and public affairs strategy.
Joanne Tibbott
Partner, Gowling WLG (UK) LLP (Chair)
Jo is a Partner in the pensions team, helping trustee and employer clients navigate the complex world of pensions in a pragmatic and clear way.
Based in the Birmingham office, she works with defined benefit and defined contribution clients across the UK, as well as those with sponsors in different jurisdictions.
Jo focuses on delivering excellent client service and building long-term relationships with her clients. She advises trustees of pension schemes across a range of sectors, from financial services to automotive, and also works with the boards of authorised master trusts.
She leads the DC Excellence team and chairs the firm’s independent governance committee.
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