Remediation Cohort Delivery Lead

G MASS; London; Hybrid; GBP 100,000 - 115,000; Full time

Job summary

A leading company in the retail financial services sector is seeking an experienced Remediation Specialist. This role focuses on managing customer remediation programmes, requiring strong analytical skills and stakeholder collaboration. The position offers a hybrid working model and is initially a 6-month contract with the potential for extension.

Qualifications

• Proven track record in managing customer remediation programmes.
• Experience in analysing complex datasets for customer impact.

Responsibilities

• Lead design and delivery of remediation programmes.
• Analyse datasets to identify customer cohorts and develop redress strategies.
• Collaborate with internal 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

Tools

Excel

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.

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.

£100,000 to £115,000 pro-rata.