Senior Consumer Duty Specialist

📋 Description

• Turn data into customer outcome insight: Build and own MI, dashboards, KPIs, and reporting that
• Own Consumer Duty reporting: Produce monthly and quarterly Consumer Duty reporting, turning complex
• Identify customer harm: Use complaints, QA findings, customer feedback, vulnerable customer data
• Challenge the business: Where evidence suggests customers aren't receiving good outcomes, ask
• Drive remediation and change: Work with stakeholders across the business to agree remediation
• Provide complaints QA: Conduct weekly quality reviews of complaints handled by the Complaints

🎯 Requirements

• Strong Consumer Duty knowledge: Understand the principles of Consumer Duty and how they translate
• Strong data and MI experience: Know how to take complex data, build meaningful dashboards and
• A customer outcome mindset: Naturally curious about how customers are experiencing the business and
• Strong analytical and problem-solving skills: Able to spot trends, anomalies, and patterns
• The confidence to challenge: Comfortable questioning decisions, processes, and assumptions when
• A bias towards action: Reporting is not the end of the process; understand what needs to change

🎁 Benefits

• Your own Pleo card (no more out-of-pocket spending!)
• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your
• Comprehensive private healthcare - depending on your location, coverage options include Vitality
• We offer 25 days of holiday + your public holidays
• For our Team, we offer both hybrid and fully remote working options
• Option to purchase 5 additional days of holiday through a salary sacrifice