Summary

This senior specialist role focuses on Consumer Duty, customer outcomes, complaints, and regulatory reporting at Pleo. The role uses data to identify customer harm, drive remediation, and improve customer experiences, with hybrid and fully remote working options.

Responsibilities

• Build dashboards and automate Consumer Duty analytics
• Produce monthly and quarterly Consumer Duty reporting
• Identify customer harm and systemic complaint trends
• Challenge decisions where evidence shows poor outcomes
• Drive remediation plans, owners, and timelines
• Review complaint handling quality on a weekly basis
• Manage UK Ombudsman cases, responses, and remedies