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Customer Financial Policy and Risk Consultant

Job Title: Customer Financial Policy and Risk Consultant
Contract Type: Contract
Location: Reading, Berkshire
Salary: Negotiable
Start Date: asap
Duration: 6 months
REF: KJM/CP/Finance/3_1644594457
Contact Name: Kate Matthews
Contact Email:
Job Published: 3 months ago

Job Description

This role sits in the CX function and reports to Head of Customer Experience. The role sits within the Commercial function. The role will play a key part in driving the business to place the customer at the heart of decision making by understanding their needs and enabling the business to improve and create innovate experiences. By interpreting what really matters to customers, people and the business you will be creating strategic direction that not only meets our customers needs, but our regulatory and compliance needs too.

  • Knowledge and Experience.

  • Experience of managing and developing senior stakeholder relationships in a remote working environment
  • Strong communication and experience in creating clear policies and journeys that enable the business to achieve best practices
  • You will have a firm grasp on Ofcom and FCA requirements and how they influence the way in which customer journeys are designed and managed and be able to confidently identify and communicated risk and improvements in a time sensitive manner.
  • As the role requires management of a diverse range of internal stakeholders and third-party suppliers exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes
  • Ability to manage complex and multiple projects and hold wider teams accountable
  • Strong decision making and prioritisation capabilities
  • Strong communication and visual storyteller that combines a keen eye for detail with the ability to tell the bigger story an create belief in the customer.
  1. Key responsibilities.

  • Support the companies brand CX Strategy by designing and delivering consistent experience through clear policies that work for our customers people and the business
  • Works collaboratively with multiple teams across the business turn high level requirements into a clearly designed policies and future ways of working which deliver customer satisfaction, positive brand perception and maximise commercial outcomes across key customer journeys
  • Working closely with our legal, regulatory and compliance teams to consult and create policies that the business can implement to meet our obligations in a way that works best for our customers.
  • Owner of key customer policy and implementation for financially regulated products Creation of quality frameworks that support key policies for financially regulated products
  • Owner of governance that supports this role, ensuring senior stakeholders are engaged and kept informed.


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