# Senior Consumer Duty Specialist **Company**: Pleo **Location**: London **Work arrangement**: hybrid **Experience**: senior **Job type**: Full time **Category**: Legal **Industry**: Finance **Apply**: https://jobs.ashbyhq.com/pleo/edab5b3d-3aed-403a-b4ca-2aa1ff136cf9?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_5d7efb6c-e22 ## Description ## About the role In this role, you will play a central part in assessing, questioning, and enhancing how customers experience Pleo. Drawing on deep regulatory knowledge, you will lead Consumer Duty initiatives, actively spot potential customer harm, examine what drives customer journeys, and ensure targeted remediation creates lasting, positive impact. You'll need sharp analytical skills and the confidence to influence stakeholders, translating data and MI into decisive action. You will construct and manage dashboards and reporting mechanisms that illuminate emerging patterns, vulnerable customer risks, and key concerns, offering executive leadership clear visibility into operational gaps and necessary solutions. Your contribution goes well beyond producing MI. You will conduct QA across complex complaint handling and sensitive customer interactions, manage Ombudsman cases, and speak up when evidence shows outcomes aren't meeting expectations. Collaborating across teams, you'll turn data-driven insights into practical improvements, drive projects to completion, and evaluate whether changes deliver real results for our users. We're seeking someone who views Consumer Duty as a powerful driver of business improvement rather than a routine compliance exercise. You'll bring together technical understanding, rigorous analysis, and constructive challenge to investigate root causes, align key partners, deliver change, and prove that customer experiences are continuously getting better. ## Responsibilities - Turn data into customer outcome insight: Build and own MI, dashboards, KPIs, and reporting that give the business a clear view of customer outcomes, trends, risks, and emerging areas of concern. - Own Consumer Duty reporting: Produce monthly and quarterly Consumer Duty reporting, turning complex data into a clear story for senior leadership and Board-level audiences. - Identify customer harm: Use complaints, QA findings, customer feedback, vulnerable customer data, Ombudsman cases, and MI to identify potential customer harm, emerging risks, and systemic issues. - Challenge the business: Where the evidence suggests customers aren't receiving good outcomes, you'll be expected to ask difficult questions, challenge assumptions, and ensure the issue is properly understood and addressed. - Drive remediation and change: Work with stakeholders across the business to agree remediation plans, establish clear owners and timelines, and help drive Consumer Duty-related projects and improvements through to completion. - Provide complaints QA: Conduct weekly quality reviews of complaints handled by the Complaints Manager, using findings to identify quality issues, customer risks, and wider trends. - Manage Ombudsman activity: Act as the primary operational contact with the UK Ombudsman, managing referred complaints, responses, remedies, compensation, invoices, and related communications. - Leverage AI and smart automation: Spot opportunities to apply automated tools and AI to scale and streamline Consumer Duty analytics, monitoring, and workflows. ## Requirements - Strong Consumer Duty knowledge: You understand the principles of Consumer Duty and how they translate into practical customer outcomes. - Strong data and MI experience: You know how to take complex data, build meaningful dashboards and reporting, and identify the insights that actually matter. - A customer outcome mindset: You're naturally curious about how customers are experiencing the business and are able to connect data, customer feedback, complaints, and operational activity to real customer outcomes. - Strong analytical and problem-solving skills: You can spot trends, anomalies, and patterns, investigate root causes, and determine whether an issue is isolated or potentially systemic. - The confidence to challenge: You're comfortable questioning decisions, processes, and assumptions when the evidence suggests customers may be experiencing poor outcomes. - A bias towards action: You don't believe reporting is the end of the process. You want to understand what needs to change, bring people together, and help make it happen. - Project and remediation experience: You're comfortable managing actions, timelines, dependencies, stakeholders, and risks across cross-functional projects. - An AI and automation mindset: You're naturally curious about how AI and automation can make processes more efficient, improve analysis, and free up time for higher-value work. ## 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 local office - Comprehensive private healthcare - 25 days of holiday + public holidays - Hybrid and fully remote working options - Option to purchase 5 additional days of holiday through a salary sacrifice - Free mental health and well-being support - Paid parental leave ## Skills ### Required - Consumer Duty - data analysis - MI - dashboards - reporting - QA - complaint handling - Ombudsman cases - AI - automation --- Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/pleo/edab5b3d-3aed-403a-b4ca-2aa1ff136cf9?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)