Senior Consumer Duty Specialist
pleo · London · hybrid
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 repetitive manual work, maintaining proper critical evaluation and human governance whenever compliance risks or customer impacts are involved.
WHAT YOU BRING
You’ll thrive in this role if you have:
- Strong Consumer Duty knowledge: You understand the principles of Consumer Duty and how they translate into practical customer outcomes, particularly across complaints, customer support, vulnerable customers, and customer journeys.
- Strong data and MI experience: You know how to take complex data, build meaningful dashboards and reporting, and identify the insights that actually matter. You're comfortable working with data rather than simply consuming reports created by others.
- A customer outcome mindset: You're naturally curious about how customers are experiencing the business and are able to connect data, customer feedback, complaints, and operational activity to real customer outcomes.
- Strong analytical and problem-solving skills: You can spot trends, anomalies, and patterns, investigate root causes, and determine whether an issue is isolated or potentially systemic.
- The confidence to challenge: You're comfortable questioning decisions, processes, and assumptions when the evidence suggests customers may be experiencing poor outcomes. You can challenge constructively and build relationships at the same time.
- A bias towards action: You don't believe reporting is the end of the process. You want to understand what needs to change, bring people together, and help make it happen.
- Project and remediation experience: You're comfortable managing actions, timelines, dependencies, stakeholders, and risks across cross-functional projects, particularly where there is a regulatory, customer, or operational outcome to deliver.
- An AI and automation mindset: You're naturally curious about how AI and automation can make processes more efficient, improve analysis, and free up time for higher-value work. You look for sensible opportunities to automate repetitive tasks and use AI to augment your thinking, while maintaining appropriate human oversight, critical judgement, and accountability — particularly where customer outcomes or regulatory decisions are involved.
WHY IS THIS ROLE A GOOD FIT FOR YOU
This role is a good fit for you if:
- You love using data to uncover things that others might not see.
- You want your analysis to drive real change, rather than sit in a report or dashboard.
- You enjoy asking "why?" and getting to the root cause of customer problems.
- You're comfortable challenging the business when the evidence tells you something isn't working.
This role is not a good fit for you if:
- You prefer to produce reporting without being involved in what happens afterwards.
- You're uncomfortable challenging stakeholders or having difficult conversations when customer outcomes aren't where they should be.
- You prefer working within a narrow functional remit rather t