Lead Affirm's Vulnerable Customers programme in the UK, translating FCA Consumer Duty into policy, operational frameworks, agent guidance, and reporting. Own identification, classification, case routing, metrics, governance, and cross-functional execution with Compliance, Legal, Data, Product, and Engineering to ensure fair outcomes, audit readiness, and regulatory engagement.

Lead a team of Customer Advocacy Associates to resolve complex escalations, own QA and vendor performance, manage SLAs/KPIs, drive cross-functional initiatives, analyze complaint trends, and implement scalable process and product improvements to enhance customer outcomes and reduce complaint rates.