Related skills
data analysis customer service stakeholder management consumer duty regulatory compliance📋 Description
- Support embedding the Consumer Duty framework with focus on complaints.
- Lead or support regulator responses (FCA, FOS), timely and well-evidenced.
- Analyze complaints data, root causes, and journeys to spot systemic issues.
- Assess how vulnerable customers are identified and treated, with improvements.
- Produce MI and reporting to evidence Consumer Duty compliance and outcomes.
- Challenge processes that miss Consumer Duty standards with evidence-led changes.
🎯 Requirements
- Experience in Consumer Duty, Conduct Risk, Complaints, or related regulatory role.
- Strong understanding of vulnerability and FCA Consumer Duty expectations.
- Proven ability to root-cause issues using data and insights.
- High empathy and commitment to improving outcomes for vulnerable customers.
- Confident in engaging and influencing stakeholders across teams.
- Strong analytical and communication skills to translate findings.
🎁 Benefits
- Pleo card provided; no personal spend.
- Lunch provided on workdays; catering or allowance.
- Private healthcare; location-based coverage options.
- 25 days holiday plus public holidays.
- Hybrid and fully remote options.
- Option to buy 5 extra holiday days via salary sacrifice.
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