Consumer Risk Lead

About this Role

This individual contributor will play a key role within our Consumer Duty and Customer Outcome Testing team. As a great thinker and problem solver youll be bringing together layers of data and insight into a well rounded view always with the customer at the centre of it. Youll manage a broad set of stakeholders across the whole UK business via the Monthly Customer Outcome Meeting (MCOM) understanding their processes and how they work for our customers. Youll be the ultimate customer advocate.

What youll do

• Lead the MCOM meeting every month collaborating with stakeholders to bring the most important customer insights to the surface.

• Youll review insights identified across multiple sources (in particular customer journey testing) and highlight any key themes that are consistent across these or any relevant issues identified in single tests and report these back to senior stakeholders.

• Be a lead within the department advocating for our customers and using external and internal insights to support your thinking. Be comfortable building your internal and external network and ensure that you always have a good understanding of where the bar is on outcomes

• Challenge the status quo were always looking to ensure were advocating for our customers and we need someone who is happy to lead changes and improvements.

• Ensure all actions procedures and standards reflect the changing environment.

What were looking for

• Youll have proven experience in analysing qualitative and quantitative data and be able to succinctly summarise findings into key insights

• Youll be a proven problem solver able to set approaches to size risks comfortably and identify key risk exposures

• Youll be a critical thinker who seeks to deeply understand opportunities to improve outcomes for our customers. Youll do this across multiple different competing priority to identify those with the highest leverage and impact for change

• Youll have a high attention to detail and be comfortable to really seek to understand the insights generated by the Customer Outcome Testing team

• Youll have solid judgement and have the ability to make recommendations that involve several different types of risk (e.g. Customer Outcomes and Business Operations)

• Youll be commercially minded and comfortable developing a good understanding of the business working out the best way to share important information on our customers

• An awareness of the Consumer Duty regulation.

Where and how youll work

This is a permanent based in our Nottingham offices.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

Were big on collaboration and connection so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays.

Many of our associates have flexible working arrangements and were open to talking about an arrangement that works for you.

Whats in it for you

• Bring us all this and youll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme bonus generous holiday entitlement and private medical insurance with flexible benefits available including seasonticket loans cycle to work scheme and enhanced parental leave

• Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced gym subsidised restaurant mindfulness and music rooms. In London you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee caf

What you should know about how we recruit

We pride ourselves on hiring the best people not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are whatever you look like wherever you come from. We know its about what you do not just what you say. Thats why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in to name a few:

• REACH Race Equality and Culture Heritage group focuses on representation retention and engagement for associates from minority ethnic groups and allies

• OutFront to provide LGBTQ support for all associates

• Mind Your Mind signposting support and promoting positive mental wellbeing for all

• Women in Tech promoting an inclusive environment in tech

• EmpowHER network of female associates and allies focusing on developing future leaders particularly for female talent in our industry

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.