Customer Vulnerability Senior Manager
Contract Type: Permanent
Location: Hybrid - Flexible
Closing Date: Wednesday 12th August
At Domestic & General, we're committed to putting customers at the heart of everything we do. As we continue to strengthen our focus on delivering fair outcomes, we're looking for a dedicated Customer Vulnerability Senior Manager to join our Controls Office team.
This is an exciting opportunity to become the UK Market subject matter expert for customer vulnerability, helping to shape how we support customers in vulnerable circumstances and ensure compliance with evolving regulatory requirements, including FCA Consumer Duty. You'll play a key role in influencing business decisions, improving customer outcomes, and embedding vulnerability considerations throughout our customer journeys, operational processes and control environment.
About You
To be successful in this role, you will have:
- Strong expertise in customer vulnerability, vulnerable customer frameworks and regulatory requirements.
- A deep understanding of FCA Consumer Duty and customer outcomes.
- Experience operating within a regulated environment.
- Knowledge of risk management principles and control frameworks.
- The ability to influence and challenge senior stakeholders effectively.
- Strong communication and stakeholder management skills.
- Experience driving change and embedding frameworks across large organisations.
- A customer-first mindset with a passion for delivering fair and inclusive outcomes.
The Role
As Customer Vulnerability Senior Manager, you'll work across a broad range of business areas, providing expert guidance, challenge and support to ensure vulnerability is considered in strategic and day-to-day decision-making.
You'll partner with operational leaders, customer-facing teams, risk and compliance colleagues, and senior stakeholders to enhance customer outcomes and strengthen our vulnerability framework across the UK Market.
What you'll be doing
Acting as the recognised subject matter expert for customer vulnerability across the UK Market.
Embedding vulnerability considerations into customer journeys, policies, processes and operational decision-making.
Providing expert challenge and guidance on vulnerability-related risks, controls and customer outcomes.
Supporting the development and continuous improvement of vulnerability frameworks, controls and reporting.
Ensuring compliance with FCA Consumer Duty and relevant regulatory expectations.
Developing management information and reporting to monitor performance and identify emerging risks.
Partnering with stakeholders across Operations, Product, Client, Underwriting, Risk and Compliance functions.
Supporting the design and delivery of vulnerability training and awareness initiatives.
Monitoring regulatory developments and industry best practice, ensuring these are reflected across the business.
Identifying opportunities to improve customer experience and outcomes through insight, data and feedback.
Working for us, works for you
- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Skills Required
- Strong expertise in customer vulnerability and vulnerable customer frameworks
- Deep understanding of FCA Consumer Duty and customer outcomes
- Experience operating within a regulated environment
- Knowledge of risk management principles and control frameworks
- Ability to influence and challenge senior stakeholders effectively
- Strong communication and stakeholder management skills
- Experience driving change and embedding frameworks across large organisations
- Customer-first mindset with a passion for delivering fair and inclusive outcomes
What We Do
We’re Domestic & General, the appliance care experts. We look after the things people rely on every day to keep their homes running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers. We’ve also been in business since 1912. (So our customers know they're in safe hands.)
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