Consumer Duty Lead bei Utility Warehouse

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. 

Got your attention? Read on…

We put people first. It’s all about you..

UW is a fast growing business with our Financial Services products forming a key part of our growth strategy. As we evolve our product offering, it's critical we keep pace with regulation in what is an ever changing landscape. With that in mind, we're looking to bolster the team with a Consumer Duty Lead to oversee the approach to meeting consumer duty requirements.

This is a role that requires deep knowledge of the FCA Consumer Duty principles and strong experience of supporting a business to implement and monitor Consumer Duty frameworks. You'll need to demonstrate you ability to act as a strategic advisor to the business ,as well as ensuring process is followed correctly.

In a business that moves fast, in a highly commercial environment, you'll need pragmatism and and ability to build great relationships with your stakeholders to drive strong outcomes.

Key Experience Required

• Proven experience in a regulatory compliance, risk, or governance role within the financial services sector.
• Deep and demonstrable expertise in the FCA Consumer Duty principles and cross-cutting rules together with practical experience of implementing Consumer Duty compliance frameworks. 
• Experience of designing and testing external customer communications.
• Ability to interpret and apply regulatory requirements in a commercial context. You make the complex as simple as possible
• Strong data and analytical skills with the ability to define, interpret, and present complex MI and outcomes testing data in an understandable format to senior stakeholders.
• Exceptional communication and influencing skills, with a track record of successfully leading cross-functional strategic projects.
• Experience engaging with and presenting to senior management, Board-level committees and regulators.
• Ethical, professional, and committed to continuous improvement.
• Project Management skillset to oversee multiple priorities and stakeholders and track progress and delivery of various outcomes

We work together. Your team and the people you will work with…

This role reports to the Executive Director, Financial Services and will closely with a range or stakeholders across Commercial, Product, Marketing, Legal & Compliance to ensure a joined up approach to Consumer Duty activities at UW.

We deliver progress. What you’ll do and how you will make an impact.

This is a newly created role joining at a critical phase of development in the business. These are the key responsibilities of the role:

• Consumer Duty Strategy and Process:
  • Ensuring our business strategy, product design, distribution, and customer service processes meet the requirements of the Consumer Duty.  
  • Designing and embedding processes to test, monitor, and evidence good customer outcomes across product and service lines. 
  • Keeping up to date with FCA guidance and best practice, ensuring timely implementation of any regulatory changes.
  • Escalating potential risks of consumer harm and leading remediation plans.
  • Overseeing customer communications and disclosures to ensure they are clear, fair, and not misleading.
• Data & Reporting:
  • Maintaining a clear Consumer Duty dashboard of key metrics and evidence of customer outcomes.
  • Analysing Consumer Duty data (complaints, retention, NPS, sales outcomes, vulnerable customer interactions) to identify risks and trends and reporting these insights into governance and management. 
  • Preparing Board Consumer Duty updates and the annual Board Consumer Duty report.
• Governance & Monitoring:
  • Supporting internal reviews and audits for Consumer Duty compliance.
  • Managing financial services governance activities (e.g. Product and Customer Oversight forum) on behalf of the Executive Director of Financial Services.
• Product Support
  • Acting as a subject matter expert (SME) on Consumer Duty, providing guidance to product, marketing and operations teams.
  • Developing and delivering training, ensuring all staff understand their obligations under Consumer Duty.
  • Partnering with product owners to ensure products deliver fair value and meet the needs of target markets.

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits: 

• An industry benchmarked salary. We’ll share it during your first conversation.
• Share Options and a Save as You Earn scheme.
• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
• Electric Car salary sacrifice scheme through Tusker
• Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
• A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.
• Family-friendly policies, designed to help you and your family thrive.
• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop your career journey through learning, coaching and new experiences

Apply here!  

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Claire Fennell will be your point of contact throughout the recruitment process.  

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.