Colleague story: Diane Webb

About my role
Working as a Digital Inclusion Manager at Phoenix Group, whose family of brands include Standard Life, Reassure, Phoenix Life and SunLife, having a passion for creating social impact might not be the first thing you think of — but for me, this work is deeply personal. I believe in tech for good, its potential to change lives for the better and level the playing fields.

With more of our ever-evolving world turning to digital my role is to help our customers feel safe, supported and confident in accessing and managing their finances with us. That might mean simplifying journeys, supporting people who are less confident with technology, or making sure digital tools are accessible to everyone.

In the same breath, I know that being online can open up a whole new world of benefits to people, being able to access essential services such as the NHS, education, employment, online savings and access to financial education. It can be a digital lifeline by reducing isolation and loneliness and accessing mental health support. But at its heart, it’s about fairness: making sure no one is left behind.

If you are reading this right now you are likely in the digitally included gang but as technology advances at lightning speed this may not always be the case. We must always strive to ensure no one is left behind including the future us and you.

I see it as my responsibility to be the voice in the room advocating for those who are not there. I have always believed that the people who face the most barriers can benefit the most and if we get it right for them, we will get it right for everyone. We all benefit.

I bring a unique blend of digital inclusion experience from a career across the third sector, local authority public sector, and the private sector. I have had a squiggly career from community arts to software development and everything in between! All of which I’m grateful for and it led me where I am today.

My why
From that first moment over 15 years ago when I witnessed the difference digital inclusion made to the lives of disabled adults, I have been waving the digital inclusion flag. From supporting one adult to keep in touch with his family through email, another to use phone reminders to support him after an acquired brain injury to supporting a young adult who just wanted to game online like his peers through a bespoke assistive mouse he used with his forehead. This is what continues to ignite my fire to make a difference.

But the real reason I care so much about inclusion runs even deeper. I’m care experienced. For me this meant spending some of my childhood in different care settings including kinship care, foster care and latterly a children's home. I then went onto live independently in my own bedsit at the age of 16. I know what it feels like to be left out, to be excluded, or to not have the same opportunities as others but I also know we can overcome barriers and we all might need a helping hand at different stages in our lives. That experience has shaped me, and I try to use it for good. It’s why I believe in technology not just as a tool, but as a bridge — a way to connect people, empower them, and give a voice to those who are often unheard. Out with work, I am a founding member and volunteer for The Village a digital community for new parents and parents to be with experience of care. I also volunteered and contributed to the work of The Promise Scotland.

What is digital inclusion?
Digital inclusion means ‘ensuring that everyone has the access, skills, support and confidence to participate in and benefit from our modern digital society, whatever their circumstances’ (UK Government, 2025).

However, 16.8 million people, around 1 in 4 are considered to have low digital capability and don’t experience the above benefits. Out of this 16.8 million people, more than half are financially excluded, representative of broader social exclusion, therefore experiencing the double disadvantage of being digitally and financially excluded. Digital exclusion compounds broader social inequality. Consumer digital index | Lloyds Bank

What digital inclusion could look like for our customers
A customer needed access to their money quickly due to serious ill health but needed to update personal details. To remove the need for posting their ID and to save time we suggested doing this online. Due to the customer’s low digital capability, we walked them through the process, suggesting the customer gets support from a trusted family member or friend to help them register and complete the transaction online. They did this the next day, meaning the customer got access to their money quicker than if they followed the offline process.

Some achievements to date
Since joining Standard Life in 2023 I have worked with colleagues and partners to deliver;

Digital Inclusion Awareness and Digital Inclusion Champion training programme using behavioural science to create behaviour change. Co-designed with colleagues, and digital inclusion charities.

Telephony colleagues reported ‘Comfort in customer conversations on digital inclusion went from 55.5% >  100%’ and overall 100% confidence in role understanding and to assist customers.

Launched online digital support hubs across our customer facing brand websites
Technology recycling for social and environmental impact. In 2024 we recycled the same amount of tech that would have needed 3132 trees to prevent same amount of CO2.
Fed into and hosted the launch of SCVO and Scottish Government Digital Inclusion Charter (we are signatories)
Fed into and supported the launch of the Digital Poverty Alliance digital inclusion charter (we are signatories)
Delivered a successful in person community and charity digital learning event at Standard Life House with our digital inclusion champions
Work with non-profit social enterprise Digital Accessibility Centre to increase accessibility of our digital estate in line with best practice accessibility standards and legislation
Previously shortlisted for the Scottish Financial Enterprise (SFE) and Financial Services Forum Awards.

Consumer Duty and Digital Inclusion
After completing digital inclusion training a colleague reflected “I think consumer duty encourages us to think about our customers individual circumstances, and we normally talk about their financial circumstances or their vulnerabilities. Digital exclusion is just another type of a vulnerability”.

This is true. Digital skills, capability is a driver of vulnerability and the FCA Vulnerability review (2025) spoke about the preference for digital to support vulnerability.

Partnership is king
This work can’t be done in silos. Digital inclusion is a collective responsibility, and real progress happens when the public, private, and third sectors come together to make change happen. I believe in collaboration, and in building partnerships that help us reach further and do more. As a purpose led organisation we are committed to playing our part.

Thank you to the organisations below who have supported us on our digital inclusion journey so far; Scottish Council for Voluntary Organisations, Mhor Collective, Cowry, Digital Unite, Good Things Foundation, Digital Poverty Alliance and Three Hands.

My colleagues across the business have been amazing. Your support for this agenda has been so heartening to me and more than you possibly realised until now.

My dream for the future
We don’t assume everyone has equal access or digital skills and confidence. We operate with digital inclusion in our DNA. We are ready to give someone a helping hand when they need it, in fact, we offer it before needing to be asked. We exploit tech for good for example AI. We provide a digitally inclusive customer service. When we contact our customers to tell them about our fantastic digital tools and support, we will caveat at this with “don’t worry if you find digital tricky, or you don’t feel confident going online, we understand and we are here to help you with that too”. We do this with the intention of increasing financial inclusion and know by increasing digital inclusion we have the privilege and opportunity to improve customer life outcomes. This drives us.

Because as I said earlier, we all need a helping hand at some point in our lives to overcome barriers. I want us to be that helping hand that goes above and beyond.