AI-Driven Customer Assurance Project Lead

U.S. Bank; Dublin; Hybrid; EUR 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

U.S. Bank | Elavon is seeking a Customer Assurance leader in Ireland to design and drive an enhanced end-to-end Error Management framework, ensuring regulatory compliance, operational excellence, and effective risk management.

The role collaborates with Compliance, CRO, and senior leaders to embed new processes. The position offers hybrid work from Cherrywood or Arklow with an in-office expectation of 3+ days weekly.

Qualifications

• Degree or equivalent work experience.
• Experience leading large-scale operational transformation initiatives, including system implementations and business process redesign.
• Strong knowledge of quality assurance methodologies, operational controls, testing frameworks, and risk management practices.
• Strong influencing and relationship-building skills with the ability to engage across all organisational levels.
• Ability to identify root causes, analyse trends, assess risks, and develop practical solutions to improve outcomes.
• Strong understanding of operational risk, regulatory expectations, governance frameworks, control environments, and Key Risk Indicator reporting.
• Excellent written and verbal communication skills, including preparation of executive-level reports, presentations, and governance materials.
• In depth knowledge of relevant regulatory frameworks and customer protection requirements particularly where it relates to Error Remediation including CPC, Consumer Duty, FCA principles and GDPR.
• Proven experience in managing customer remediation programmes is advantageous.

Responsibilities

• End-to-End Error Management Framework Design across the organisation, with enterprise-wide processes and reporting.
• Workflow optimisation and AI opportunities; lead continuous improvement using data and insights.
• Quality Assurance Framework Leadership with sampling, controls, and reporting standards.
• Governance, Oversight and Risk Management in collaboration with Compliance, CRO and senior leadership.
• Stakeholder engagement across Operations, Technology, Risk, Compliance, Legal, and Business teams.
• Leadership and capability development; mentoring colleagues in error management practices.

Skills

Operational leadership

QA methodologies

Stakeholder management

Root cause analysis

Regulatory knowledge

Executive reporting

Communication

Job description

U.S. Bank | Elavon is seeking a Customer Assurance leader in Ireland to design and drive an enhanced end-to-end Error Management framework, ensuring regulatory compliance, operational excellence, and effective risk management.

The role collaborates with Compliance, CRO, and senior leaders to embed new processes. The position offers hybrid work from Cherrywood or Arklow with an in-office expectation of 3+ days weekly.