Global Head of Complaints & Customer Trust

DGE DGI EUROPE AG; Madrid; Hybrid; EUR 110,000 - 150,000; Full time

Job summary

Domestic & General is seeking a Head of Complaints to lead the strategy and operation across Growth Markets, spanning Spain, Italy and Germany. This senior role focuses on fairness, regulatory compliance and customer trust, with accountability for governance, outcomes and continuous improvement.

You will drive root-cause analysis, partner with operations, product and risk, and shape the complaints framework across multiple markets with a hybrid or remote working arrangement.

Qualifications

• Significant experience leading complaints or customer service in regulated settings.
• Strong knowledge of regulatory frameworks and audits.
• Proven ability to develop governance frameworks across multi-market operations.

Responsibilities

• Lead complaints strategy, governance and regulatory oversight across Growth Markets.
• Be the senior point of accountability for complaints outcomes and regulatory engagement.
• Ensure compliance with regulatory requirements and maintain robust controls.
• Build relationships with regulators and external adjudication bodies.
• Drive customer outcomes and operational excellence across markets.
• Lead performance of internal and outsourced complaint handling operations.
• Establish standards and reporting for excellent customer outcomes.
• Turn insights into action with root-cause analyses and business intelligence.
• Partner with Operations, Product, Enablement, Risk and Compliance teams to address systemic issues.
• Translate customer feedback into process improvements.
• Influence senior stakeholders across functions and geographies.
• Develop a high-performing complaints function built on accountability.

Skills

Regulatory compliance

Leadership

Stakeholder management

Data analytics

Complaint handling

Job description

Domestic & General is seeking a Head of Complaints to lead the strategy and operation across Growth Markets, spanning Spain, Italy and Germany. This senior role focuses on fairness, regulatory compliance and customer trust, with accountability for governance, outcomes and continuous improvement.

You will drive root-cause analysis, partner with operations, product and risk, and shape the complaints framework across multiple markets with a hybrid or remote working arrangement.