Consumer Duty Manager

Department: CEO

Location: London

Reporting To: CEO

Purpose

Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.

You will be responsible for

Consumer Duty:

• Own, define and embed DNA’s Consumer Duty framework
• Review update and maintain all related (internal and external) documentation
• Work cross-functionally with various business teams to produce the annual Fair Value Assessment
• Work cross functionally with multiple business teams to proactively identify areas of improvement or poor value. Working proactively with the relevant functions to track and support remediation actions.
• Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes.
• Support the delivery of training (and associated training materials) to the DNA Training Team
• Support provision of any regulatory or audit requests

Complaints

• Manage the complaints process end-to-end as an individual contributor including:
• Responding to all customer complaints and closing/responding in line with Regulatory Timelines (min)
• Oversee root cause analysis, identifying trends and driving remediation and process improvements
• Report complaints MI to Senior Management as required
• Liaise with the Financial Ombudsman Service (FOS) as required

About You

• Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.
• Proven experience in complaints handling and/or regulatory compliance within UK financial services
• Experience producing Board-level reporting and MI
• Strong analytical and root-cause investigation skills
• Experience in working cross-functionally
• Strong communication skills

What’s in it for you?

You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:

• Life Assurance
• Ride to work
• 25 days holiday per year
• Private Medical
• Employee Assistance Programme

We value ambition, curiosity, and honesty – it’s in our DNA.