Senior Consumer Duty Specialist

Academic Key; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

Pleo in London is seeking a Senior Consumer Duty Specialist to lead consumer duty initiatives, assess customer journeys, and translate regulatory knowledge into practical improvements. You will own MI and dashboards, QA complaints, manage Ombudsman interactions, and collaborate across teams to ensure outcomes improve for customers.

You will also design controls, report to board-level audiences, and champion customer-centric change across the business.

Job description

Senior Consumer Duty Specialist

Pleo · London

Full Time

About Pleo Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses 'go beyond'. The word 'Pleo' actually means 'more than you'd expect', and living by that mantra has been the secret to our success over the last 10 years. Now, we're at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

About the role In this role, you will play a central part in assessing, questioning, and enhancing how customers experience Pleo. Drawing on deep regulatory knowledge, you will lead Consumer Duty initiatives, actively spot potential customer harm, examine what drives customer journeys, and ensure targeted remediation creates lasting, positive impact. You'll need sharp analytical skills and the confidence to influence stakeholders, translating data and MI into decisive action. You will construct and manage dashboards and reporting mechanisms that illuminate emerging patterns, vulnerable customer risks, and key concerns, offering executive leadership clear visibility into operational gaps and necessary solutions. Your contribution goes well beyond producing MI. You will conduct QA across complex complaint handling and sensitive customer interactions, manage Ombudsman cases, and speak up when evidence shows outcomes aren't meeting expectations. Collaborating across teams, you'll turn data-driven insights into practical improvements, drive projects to completion, and evaluate whether changes deliver real results for our users. We're seeking someone who views Consumer Duty as a powerful driver of business improvement rather than a routine compliance exercise. You'll bring together technical understanding, rigorous analysis, and constructive challenge to investigate root causes, align key partners, deliver change, and prove that customer experiences are continuously getting better.

Who you’ll be working with and reporting to You'll work closely with teams across Customer Support, Complaints, Compliance, Risk, Operations, Product, Data, Technology, and other business functions. The role will have broad exposure across the organisation, particularly when customer outcome risks or Consumer Duty-related remediation require cross-functional action. You'll also work closely with senior stakeholders through Consumer Duty governance and reporting, helping translate detailed analysis into clear insights, risks, recommendations, and actions.

What you’ll be doing As a Consumer Duty Specialist, you will:

• Turn data into customer outcome insight : Build and own MI, dashboards, KPIs, and reporting that give the business a clear view of customer outcomes, trends, risks, and emerging areas of concern.
• Own Consumer Duty reporting : Produce monthly and quarterly Consumer Duty reporting, turning complex data into a clear story for senior leadership and Board-level audiences.
• You'll go beyond showing what happened to explain why it matters and what we should do about it .
• Identify customer harm : Use complaints, QA findings, customer feedback, vulnerable customer data, Ombudsman cases, and MI to identify potential customer harm, emerging risks, and systemic issues.
• Challenge the business : Where the evidence suggests customers aren't receiving good outcomes, you'll be expected to ask difficult questions, challenge assumptions, and ensure the issue is properly understood and addressed.
• Drive remediation and change : Work with stakeholders across the business to agree remediation plans, establish clear owners and timelines, and help drive Consumer Duty-related projects and improvements through to completion.
• Provide complaints QA : Conduct weekly quality reviews of complaints handled by the Complaints Manager, using findings to identify quality issues, customer risks, and wider trends.
• Manage Ombudsman activity : Act as the primary operational contact with the UK Ombudsman, managing referred complaints, responses, remedies, compensation, invoices, and related communications.
• Leverage AI and smart automation : Spot opportunities to apply automated tools and AI to scale and streamline Consumer Duty analytics, monitoring, and workflows.
• You will feel empowered to test emerging tech and eliminate repet