Head of Customer Outcomes, Regulatory and Data Controls (Fintech)

TL;DR

Head of Customer Outcomes, Regulatory and Data Controls (Fintech): Providing thought leadership on first line of defence model implementation, supporting safe business growth, good customer outcomes, and control environment improvement through data and automation. Focus on optimising and automating control environment, embedding control by design, and evolving control framework aligned with business strategy, regulatory expectations, and customer needs.

Location: Hybrid in Edinburgh, Birmingham, Bristol, Glasgow, or Manchester (at least two days per week or 40% of time in office)

Company

One of the UK’s largest financial services companies within Business & Commercial Banking, rebooting and building the future of finance.

What you will do

• Lead a team of ~90 to embed control strategy including data, regulatory, conduct, and people controls.
• Deliver Resetting Risk implementation plan and ensure robust risk governance via Executive Risk Committee and reporting.
• Optimise and modernise control environment through data and automation.
• Own Risk & Control Self Assessments (RCSAs), develop mitigation plans, manage to resolution, and share findings.
• Ensure FCA Consumer Duty compliance through data-led monitoring and customer communications.

Requirements

• 10+ years in enterprise risk, control, and regulatory frameworks with accountability for control strategy and embedding controls across complex processes.
• Strong commercial and strategic foresight understanding business drivers, financial performance, and control impact on growth.
• Proven experience owning data-led control management at enterprise level, including optimisation, automation, and Control by Design.
• Confident strategic decision-maker balancing risk appetite, customer outcomes, regulations, and costs.
• Credible partner to ExCo, Risk Owners, and specialist teams with influence across lines of defence.
• Strong leadership in building and evolving high-performing risk/control teams.

Culture & Benefits

• Hybrid working with job share options and flexible office attendance.
• Generous pension up to 15%, annual performance bonus, share schemes, and adaptable lifestyle benefits.
• 30 days’ holiday plus bank holidays, wellbeing initiatives, and generous parental leave.
• Commitment to diversity, equity, inclusion; menopause health package, Working with Cancer Initiative.
• Reasonable adjustments for disabilities, Disability Confident Leader with guaranteed interviews for eligible applicants.