In this week’s #ImpactExpertQT, we’re thrilled to speak with Rachel Vann, a leader in driving inclusivity within financial services. Rachel’s groundbreaking work with Signly, introducing British Sign Language (BSL) to major UK banks, has set a new benchmark for accessibility and empowered the d/Deaf community. We caught up with Rachel to discuss her journey, the key lessons she’s learned, and what motivates her to keep pushing for ethical and inclusive business practices.

What is the biggest thing you have done to create or improve social impact?

The introduction of Signly (global first) at Lloyds Bank, a pioneering tool that integrates British Sign Language (BSL) into the bank’s website, has created a significant social impact by enhancing accessibility, empowerment, and digital inclusion for the d/Deaf community. This initiative has paved the way for more inclusive banking services, setting a new standard for how financial institutions should cater to customers with diverse communication needs.

This culminated in winning the Financial Innovation Award for Inclusion, recognising the significant impact Signly had on addressing the frustrations of the Deaf community and making financial services more accessible. Watching a BBC News article about Signly sparked a movement, which today includes major banks such as Lloyds, Halifax, Bank of Scotland, MBNA, Nationwide, and Santander offering BSL translations on their websites, as well as the formation of SigningBanks UK.

If you were the Prime Minister, how would you improve the UK?

I know this is not easy but making education inclusive is crucial for ensuring that all individuals have the opportunity to succeed and contribute meaningfully to society. I have seen how exclusive education can impact individuals within the Deaf community who are BSL users, as well as those who learn in different ways. The benefits of an inclusive education extend beyond personal development to encompass economic growth and social cohesion, ultimately leading to a more equitable and prosperous society. By fostering inclusive educational environments, we not only empower individuals but also enhance the collective well-being of communities and nations.

What is your biggest work lesson? And why?

My biggest work lesson is the recognition of the power in the people around us. Everyone brings their own unique lived experiences, and by fostering an environment that encourages sharing these diverse perspectives, we create a strong foundation for collective growth and driving meaningful change. Additionally, I’ve learned that while I may have a clear vision, others may not always immediately understand it. In those moments, it’s crucial to patiently meet them where they are, revisiting and explaining the vision until it resonates, not everyone will have shared your journey or have been exposed to your or others’ perspectives.

Can you share some key milestones or proudest moments in your career?

One of the proudest milestones in my career began in 2015 when the FCA’s Occasional Paper 8 laid the groundwork for what we now know as Consumer Duty. Around this time, I also identified a significant barrier for Deaf individuals in authentication processes. This, combined with my new digital career, ignited my drive to bring my personal experiences into the workplace to address these challenges and create meaningful change.

In 2018, I was honoured with another Financial Innovation Award, this time for BeMyEyes, an initiative that not only connected volunteers with blind individuals but also linked businesses to the blind community, providing enhanced support and accessibility.

2019 brought another unexpected honour when I received the TechWomen100 Award, followed by this year’s nomination as a finalist for the Women in Finance Awards, Women of the Year. This category recognises women who have demonstrated the highest degree of excellence, innovation, and leadership, and who have challenged, influenced and revolutionised the culture of financial services for over five years.

These achievements would not have been possible without the support, encouragement, and collaboration of the people I’ve worked with—those who believed in me and worked alongside me to drive positive change.

Who or what inspires you to continue pushing the boundaries of ethical and impact-driven business practices?

My family’s lived experiences, including those of my mother, father, and sister, alongside the experiences of our friends and connections within the Deaf community, have profoundly shaped my passion for advocating for an ethically inclusive society. I am driven by the challenges we have faced in a society that is often inaccessible and can be oppressive and discriminatory.

As a Child of Deaf Adults (CODA) and currently serving as the Customer Inclusion Lead at Domestic and General, I am acutely aware of the negative impacts that societal and business barriers can create for diverse customers and colleagues. My role allows me to leverage my passion for inclusivity and collaborate with empowered and dedicated colleagues who share a commitment to our values and vision.

At Domestic & General, inclusivity is a core value, and we are committed to leveraging my insights and experience to enhance accessibility for our d/Deaf customers. We are already incorporating this into our customer research, as well as our overall product and design processes and customer personas, to ensure a more inclusive experience on and offline, for all. We are building our own Colleague network too, connecting our d/Deaf colleagues, who we hope will support building our lived experience panels, as well as developing opportunities to build more inclusive communications for our d/Deaf customers.

What is your favourite quote that you would like us to include? And please explain why.

“Fear knocked on the door. Faith answered it.”

This quote is often attributed to the esteemed American author and motivational speaker, Maya Angelou. I first encountered this quote during a challenging period in my life, and it resonated deeply with me. It encapsulates a profound message regarding the interplay between fear and faith. For me, the quote suggests that while fear is an inevitable aspect of life, it is faith—whether in oneself, in a higher power, or in a positive outcome—that offers the strength needed to confront and transcend that fear. It acknowledges that fear is a universal experience, impacting everyone at some point in their lives or careers and that it is a natural human response to uncertainty, danger, or change. Having faith in one’s beliefs can indeed be challenging; however, such faith has the power to empower individuals to face challenges and uncertainties with courage.