AI-Driven Complaints & Regulatory Lead

Zego; Halifax; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Share options

Private medical insurance

Pension

Generous holiday

Commute allowance

Job summary

Zego is hiring for a complaints leadership role within our FCA-regulated insurance business. You will lead a complaints team, drive quality and regulatory performance, and implement AI-driven insights to improve customer outcomes and operational efficiency.

The role requires proven FCA-regulated experience, motor insurance claims knowledge, and strong RCA capabilities. We embrace AI and hybrid working from London or Halifax offices, offering competitive pay and growth.

Qualifications

• Regulatory frameworks: FCA/ICOBS/ Consumer Duty knowledge.
• Experience improving complaints MI and AI dashboards.
• Ability to present at governance forums and audits.

Responsibilities

• Line manage team leaders; set expectations and develop capability.
• Own performance against quality, volume, timeliness, and regulatory targets.
• Act as escalation point for complex or high-risk complaints.
• Own end-to-end RCA framework; monthly, quarterly, annual reviews.
• Ensure each theme has an owner, action plan and measured outcome.
• Translate findings into process, product or policy recommendations.
• Oversee FOS referrals and sign-off on Final Response Letters.
• Deliver FCA regulatory reporting, including DISP returns.
• Build and manage FOS relationships; implement learnings.
• Conduct monthly customer outcome assessments under PRIN 2A.
• Ensure vulnerable customer handling meets regulatory standards.
• Oversee negative sentiment reporting across reviews/social.

Skills

Regulatory compliance

Motor insurance claims

FOS & DISP

Root cause analysis

Governance & audit

AI-first mindset

Tools

ShareDo

Snowflake

Looker

Job description

Zego is hiring for a complaints leadership role within our FCA-regulated insurance business. You will lead a complaints team, drive quality and regulatory performance, and implement AI-driven insights to improve customer outcomes and operational efficiency.

The role requires proven FCA-regulated experience, motor insurance claims knowledge, and strong RCA capabilities. We embrace AI and hybrid working from London or Halifax offices, offering competitive pay and growth.