Head of Complaints & AI-Enabled Customer Trust

CCMA - Call Centre Management Association; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Zopa is seeking a senior leader to head complaints across its multi-product digital bank. You will set standards for customer outcomes, quality, and regulatory controls while guiding a growing team through a major transformation.

You will steer the integration of AI-enabled processes, use data to forecast demand, and ensure sound judgement on complex cases. This role combines strategic influence with hands-on leadership in a dynamic fintech environment.

Qualifications

• Proven complaints-function leadership within financial services.
• Confidently apply FCA DISP, Consumer Duty and FOS in live ops.
• Lead teams across multiple complaint products and priorities.
• Make thoughtful customer-centered decisions balancing conduct risk.
• Use operational data to improve performance and prevent issues.
• Build controls, quality frameworks and regulatory reporting.
• Influence senior stakeholders and drive change beyond span.
• Lead through ambiguity, change and high performance expectations.
• Communicate clearly with credibility in senior/regulatory forums.
• Bring curious, practical approach to AI-enabled transformation.

Responsibilities

• Own end-to-end complaints operation across a complex, multi-product digital bank.
• Set high standards for customer outcomes, quality, consistency and regulatory control.
• Lead the team through a significant change journey, building engagement and capability as ways of working evolve.
• Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
• Use data, forecasting and capacity planning to improve performance and scale efficiently.
• Support sound judgement on sensitive, complex and high-impact cases.
• Represent the function credibly in senior forums and with external regulatory stakeholders.
• Develop a high-performing leadership team with clear expectations and accountability.
• Balance innovation with the rigour needed for fair, defensible customer outcomes.

Skills

Complaints leadership

FCA requirements

Multi-product leadership

Conduct risk awareness

Operational data insights

Regulatory reporting

Stakeholder engagement

Change leadership

Clear communication

AI transformation

Job description

Zopa is seeking a senior leader to head complaints across its multi-product digital bank. You will set standards for customer outcomes, quality, and regulatory controls while guiding a growing team through a major transformation.

You will steer the integration of AI-enabled processes, use data to forecast demand, and ensure sound judgement on complex cases. This role combines strategic influence with hands-on leadership in a dynamic fintech environment.