Head of Customer Remediation Monitoring

London (flexible for the right candidate)

About the Opportunity

An exciting opportunity has arisen for an experienced compliance and customer outcomes professional to lead a specialist second-line oversight and assurance team responsible for monitoring customer remediation programmes and enterprise-wide issue remediation activities.

This is a high-profile leadership role offering significant exposure to senior executives, risk committees, and key stakeholders across a complex financial services organisation. The successful candidate will play a critical role in ensuring customer remediation activities are effectively governed, delivered at pace, and achieve fair and sustainable customer outcomes.

Key Responsibilities:

Customer Remediation Strategy & Governance

• Lead the development and ongoing enhancement of customer remediation oversight and assurance frameworks.
• Establish assurance methodologies covering governance, customer impact assessments, redress principles, data integrity, testing, and closure criteria.
• Build and develop a high-performing team with expertise across customer remediation, conduct risk, operational assurance, and analytics.

Oversight & Assurance

• Develop and execute a risk-based assurance plan covering customer remediation programmes and significant issue remediation initiatives.
• Provide robust challenge and independent oversight of remediation governance, progress, customer impact assessments, redress methodologies, testing outcomes, and closure recommendations.
• Monitor emerging customer risks and regulatory developments to inform assurance priorities.
• Partner with Internal Audit and other assurance functions to ensure effective coordination and minimisation of duplication.
• Challenge root cause analysis and ensure lessons learned are embedded to strengthen the wider control environment.
• Present insight, assurance findings, and remediation progress to executive-level governance forums and committees.