Senior Leader, Customer Remediation & Experience

ECR Global; Dunfermline; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

ECR Global in Edinburgh is seeking a Head of Customer Remediation to lead remediation, risk events, and complaints within a large customer operation. The role oversees two heads and their teams, shaping a fast, accurate read of issues across process, tech and people, and delivering tactical fixes while designing a durable operating model.

You will rebuild the quality and oversight framework, moving from manual sampling to a modern approach driven by analytics and AI, with a focus on reducing

Qualifications

• Controls, quality or risk background with an operational mindset.
• Track record of fixing or turning around regulated operations.
• Sharp analytical instincts and attention to detail.
• Commercial judgement to build a business case and reduce costs.
• Credible leadership of other leaders and tough decision-making.
• Regulated-environment experience; financial services or related sectors.

Responsibilities

• Taking ownership of remediation, risk events and complaints, leading two heads and their teams.
• Getting a clear, honest grip on issues across process, technology and people, and setting priorities.
• Fixing problems tactically now while designing a durable model.
• Rebuilding the quality and oversight model beyond manual sampling, using analytics/AI.
• Delivering a costed plan to reduce service penalties on complaints measures.
• Strengthening controls in a regulated environment with customer outcomes at the centre.

Skills

Controls background

Quality assurance

Risk management

Operational mindset

Leadership

Regulated-environment experience

Tools

Speech analytics tools

AI in QA

Job description

ECR Global in Edinburgh is seeking a Head of Customer Remediation to lead remediation, risk events, and complaints within a large customer operation. The role oversees two heads and their teams, shaping a fast, accurate read of issues across process, tech and people, and delivering tactical fixes while designing a durable operating model.

You will rebuild the quality and oversight framework, moving from manual sampling to a modern approach driven by analytics and AI, with a focus on reducing