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Joanne Lazzari is currently the Head of Collections & Vulnerability at OVO, where they focus on improving customer journeys for those experiencing financial difficulties. Previously, they served as the Head of Affordability & Vulnerability at E.ON Next, contributing to policy design for vulnerable customers. Joanne also held roles such as Head of Collections, Recoveries & Fraud at IKANO Financial Services Ltd, and Head of Arrears Operations at Barclaycard Secured Lending. With a strong background in operational performance and compliance, they have dedicated their career to enhancing collections strategies and stakeholder engagement.