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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong expertise in Consumer Duty principles and customer outcome reporting, with a focus on data analysis, dashboard creation, and stakeholder collaboration. Capable of driving remediation projects and utilizing AI and automation to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Consumer Duty PrinciplesData AnalysisDashboard CreationProject ManagementAI and Automation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data Management Information (MI)KPI DevelopmentCustomer Journey AnalysisTrend IdentificationRoot Cause Analysis
Soft Skills
Analytical SkillsProblem-Solving SkillsConstructive ChallengeStakeholder Relationship BuildingCustomer Outcome Focus
Industry Keywords
Consumer DutyCustomer ExperienceQuality AssuranceOmbudsman ManagementRemediation Plans
About the role
Key responsibilities & impact- Assess, question, and enhance how customers experience Pleo
- Lead Consumer Duty initiatives and identify potential customer harm
- Analyze customer journeys, complaints, QA findings, customer feedback, vulnerable customer data, Ombudsman cases, and MI
- Build and own MI, dashboards, KPIs, and reporting on customer outcomes, trends, risks, and emerging concerns
- Produce monthly and quarterly Consumer Duty reports for senior leadership and Board-level audiences
- Translate complex data into insights, risks, recommendations, and actions
- Challenge assumptions and ensure customer outcome issues are understood and addressed
- Drive remediation plans and Consumer Duty projects through to completion
- Conduct weekly quality reviews of complaints handled by the Complaints Manager
- Act as primary operational contact with the UK Ombudsman, managing referred complaints, responses, remedies, compensation, invoices, and communications
- Identify opportunities to use AI and automation for Consumer Duty analytics, monitoring, and workflows
- Collaborate with Customer Support, Complaints, Compliance, Risk, Operations, Product, Data, Technology, and other business functions
- Establish relationships with stakeholders and help shape customer outcome reporting to senior stakeholders and the Board
Requirements
What you’ll need- Strong knowledge of Consumer Duty principles and practical customer outcomes
- Strong data and management information (MI) experience
- Experience building dashboards, KPIs, and reporting
- Customer outcome-focused mindset
- Strong analytical and problem-solving skills
- Ability to identify trends, anomalies, patterns, root causes, and systemic issues
- Confidence to constructively challenge decisions, processes, assumptions, and stakeholders
- Project and remediation experience, including managing actions, timelines, dependencies, stakeholders, and risks across cross-functional projects
- Interest in using AI and automation to improve analysis and processes, with human oversight and critical judgment
- Application must be submitted in English
- Legal right to work in the selected location
Benefits
Comp & perks- Your own Pleo card
- Catered meals or a lunch allowance for work days
- Comprehensive private healthcare, with coverage options including Vitality, Alan or Médis depending on location
- 25 days of holiday plus public holidays
- Hybrid and fully remote working options
- Option to purchase 5 additional holiday days through salary sacrifice
- Free mental health and well-being support through MyndUp
- Paid parental leave