Job Description

Programme Manager, Consumer Duty / Vulnerable Customer

INSIDE IR35

Job Overview

IT Talent Solutions is seeking a dedicated Senior Programme Manager to join our large payments client. In this pivotal role, you will:

• Drive the ongoing integration of FCA expectations concerning Consumer Duty and Vulnerable Customers across the enterprise.
• Ensure the organisation offers an inclusive and supportive environment for retail customers, particularly those at increased risk of foreseeable harm due to factors such as health, life events, capability, and resilience. Your efforts will help these customers achieve outcomes on par with others.

Responsibilities

1. Strategic Leadership:

   • Develop and implement effective strategies to support customers, including vulnerable individuals, aligning with risk assessments and the company's conduct risk appetite.
   • Collaborate with cross-functional teams to synchronise business objectives with customer support and harm mitigation initiatives.
   • Advocate for Consumer Duty and vulnerable customers at all organisational levels, including UK and global senior leadership.

2. Customer Advocacy:

   • Support the UK CEO and CRCO by serving as the leading voice for Consumer Duty and vulnerable customers within the organisation.
   • Propose and assess strategic decisions that enhance customer experience and reduce potential harms.
   • Drive the identification and prioritisation of improvement opportunities based on customer data, feedback, and other insights.

3. Process and System Development:

   • Ensure all relevant systems and processes consider the unique circumstances of vulnerable customers and potential harm from products and services if not managed appropriately, adhering to FCA rules, guidance, industry best practices, and company policies.
   • Collaborate with legal and compliance teams to ensure adherence to all pertinent legislation and regulations (e.g., FCA, Equality Act, GDPR, Online Safety Act).
   • Support the implementation of customer-centric practices and controls that effectively deliver policy expectations across the global organisation.

4. Identification and Outreach:

   • Lead the review of the customer base and target market to ensure a comprehensive understanding of customer needs and objectives, including the nature and extent of vulnerability characteristics.
   • Assist the business in applying this understanding practically, identifying foreseeable harms to which customers, including vulnerable individuals, may be exposed throughout their journeys, and help visualise how this may impact their experience and outcomes.

Skills & Experience

• Proven success in managing time-sensitive programmes within large, complex financial services organisations, ideally related to Conduct Risk, Consumer Duty, and/or Customers in Vulnerable Circumstances.
• Strong, practical understanding of Consumer Duty, customer vulnerability, and associated complexities.
• Excellent communication and leadership abilities.
• Capacity to collaborate with diverse teams and drive change with commercial pragmatism.

If you are passionate about championing customer rights and have the expertise to lead strategic initiatives in a dynamic environment, we encourage you to apply.