Consumer Duty Specialist

Consumer Duty Specialist

London

A leading, fast-growing investment platform is seeking an experienced and strategicConsumer Duty Officer to take ownership of its firm-wide approach to Consumer Duty compliance, with a specific focus on complaint resolution to ensure fair client outcomes and help deliver PROD expectations.

This is a cross-functional, high-impact role reporting to senior leadership. The successful candidate will oversee the complaints-handling framework, act as the internal advocate for clients, and lead the design and delivery of effective Consumer Duty governance across all relevant functions, including Product, Marketing, Operations, Compliance, and Technology.

Key responsibilities include:

Consumer Duty Leadership

• Own and lead the delivery of Consumer Duty outcomes across the firm, in line with FCA expectations.
• Act as the internal Subject Matter Expert on Duty, providing training, guidance, and challenge to first-line teams.
• Oversee the production of Consumer Duty MI, client outcome testing, and ongoing monitoring of fair value, consumer understanding, and consumer support.
• Support product reviews and governance processes, ensuring offerings meet the needs of their target markets and deliver consistently good outcomes.
• Coordinate and contribute to the firm’s Consumer Duty Board reports and annual assessments, including drafting of the Consumer Duty Report to the Board and support for Target Market, Client Segmentation, and PROD reviews and assessments.
• Identify trends and recurring issues to contribute to continuous improvement initiatives.
• Chair and coordinate the Consumer Duty Working Group.

Complaints Oversight & Resolution

• Lead the end-to-end handling of client complaints, including investigation, root cause analysis, and resolution.
• Ensure all complaints are handled in line with DISP rules and reflect the spirit of the Consumer Duty.
• Identify complaint themes and emerging risks, and work with senior stakeholders to mitigate these.
• Maintain an accurate and up-to-date complaints register, ensuring all outcomes are recorded and monitored.
• Provide strategic insight from complaint trends to inform continuous improvement.

Cross-Functional Influence

• Work closely with Compliance, Operations, Product, and Marketing to embed the Duty into client journeys and communications.
• Proactively challenge internal processes or content that may lead to poor outcomes.
• Collaborate on client testing and user research initiatives to better understand the end-client experience.
• Participate in regulatory audits, thematic reviews, and responses to FCA information requests as needed.

Who you are:

Essential Experience & Skills

• Minimum 4–6 years of experience in a regulated financial services role, with at least 2 years leading or directly supporting Consumer Duty, Treating Customers Fairly (TCF), or conducting risk initiatives.
• Strong understanding of FCA rules and expectations under the Consumer Duty, especially relating to client communications, value assessments, and product governance.
• Senior-level complaints handling experience, with the ability to take ownership of complex and high-risk cases.
• Demonstrated ability to influence cross-functional teams and build constructive challenges into business processes.
• Exceptional communication skills, including writing clear, fair, and empathetic responses to clients.
• Excellent judgment, attention to detail, and a strong sense of accountability.

Preferred Qualifications

• Experience in investment platforms, wealth management, or retail investing.
• Previous exposure to Board-level reporting and regulatory engagement.
• Working knowledge of PROD, SM&CR, and operational risk frameworks.
• Experience working in a remote or international team environment.