Remediation Cohort Delivery Lead

TN United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Remediation Cohort Delivery Lead in London to manage customer remediation programmes within the retail financial services sector. The role requires strong data analysis skills, stakeholder collaboration, and a focus on regulatory compliance. This is a hybrid position with an initial six-month contract, expected to extend.

Qualifications

• Proven track record in customer remediation programmes.
• Proficient in analysing complex datasets.

Responsibilities

• Lead design and delivery of remediation programmes.
• Analyse datasets to identify impacted customer cohorts.
• Collaborate with stakeholders to ensure compliance.

Skills

Remediation Expertise

Data Analysis & Cohorting

Case Tracking & Resolution

Advanced Excel Proficiency

Presentation & Communication

Remediation Operations

Stakeholder Engagement

Attention to Detail & Organisational Skills

Education

Bachelor’s degree or equivalent experience in a related field

Tools

Excel

Job description

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Remediation Cohort Delivery Lead, London

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Client:

G MASS

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

f5e7a25c4f2e

Job Views:

3

Posted:

14.05.2025

Expiry Date:

28.06.2025

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Job Description:

We are seeking an experienced Remediation Specialist to join our team and support the delivery of complex customer remediation programmes within the retail financial services sector. This role requires a strong understanding of regulatory expectations, customer fairness principles, and operational execution, with a focus on data-driven decision making and stakeholder collaboration. Initial 6 month contract with the expectation for extension. London based working on a hybrid basis.

Key Responsibilities

• Lead or support the design and delivery of remediation programmes from scoping through to execution and closure.
• Analyse large, complex datasets to identify impacted customer cohorts, define root causes, and develop appropriate redress strategies.
• Develop and maintain robust case tracking processes to ensure timely and consistent resolution of individual and cohort cases.
• Produce clear and accurate documentation to support programme governance, including audit trails and reporting to senior stakeholders.
• Collaborate with key internal stakeholders, including legal, compliance, risk, and customer services, to ensure alignment and regulatory compliance.
• Use advanced Excel functions to develop dashboards, conduct data analysis, and automate reporting processes where applicable.
• Draft and review customer communications to ensure they are clear, compliant, and reflective of good customer outcomes.
• Ensure quality assurance frameworks are embedded within remediation activity to uphold standards and regulatory expectations.
• Contribute to continuous improvement initiatives by identifying lessons learned and implementing best practices.

Requirements

Skills & Experience

• Remediation Expertise: Proven track record of managing or contributing to customer remediation programmes within retail financial services.
• Data Analysis & Cohorting: Proficient in analysing complex datasets to identify customer impact, support root cause analysis, and drive accurate remediation.
• Case Tracking & Resolution: Experienced in managing individual and cohort case journeys through to resolution with a focus on consistency and auditability.
• Advanced Excel Proficiency: Strong Excel skills including pivot tables, lookups, macros, and data visualisation for analysis and reporting.
• Presentation & Communication: Excellent communication skills with the ability to distil and present complex information clearly to diverse stakeholder groups.
• Remediation Operations: Strong understanding of remediation operations, including governance, QA processes, and customer communication protocols.
• Stakeholder Engagement: Proven ability to engage with cross-functional teams and influence key stakeholders to achieve programme goals.
• Attention to Detail & Organisational Skills: High level of accuracy and the ability to manage multiple tasks and deadlines effectively.

Preferred Qualifications

• Bachelor’s degree or equivalent experience in a related field (e.g. Business, Finance, Data Analytics).
• Familiarity with regulatory frameworks such as FCA guidelines, DISP, and other customer treatment standards.
• Experience working in a regulated financial services environment.

6 month contract with expectation to be extended.