Jobs at Financial Ombudsman Service

Lead a team of 15+ casework Investigators, managing performance, coaching, development, wellbeing, engagement, and service delivery. Use performance data to identify trends and address underperformance, support change, oversee fair and timely customer outcomes, resolve complaints, identify training needs, and promote inclusive leadership. The role also involves setting objectives, tracking progress, collaborating with senior colleagues, and driving continuous improvement.

Leads the design, development, maintenance, and continuous improvement of casework support tools and templates using Microsoft Power Platform. Translates business requirements into technical solutions, drives automation and process improvement, provides technical leadership, mentors Systems Analysts, manages releases and quality, and collaborates with stakeholders and external software providers. The role also deputises for the Digital Product Manager and supports delegated projects.

Own and mature technology product roadmaps for casework or digital products, aligning technology changes with organisational goals. Partner with platform owners, casework teams, enabling functions, internal technology teams, and external suppliers to prioritise work, manage governance, communicate complex issues, and deliver valuable improvements for customers and colleagues. Products include Microsoft Dynamics 365-based casework systems, Ombudsman Connect, and the Digital Front Door.

Owns Microsoft 365 and Copilot product roadmaps, evaluates supplier capabilities, promotes technology value, and delivers product improvements across customer and employee journeys. Partners with business, technology, governance, and external delivery teams to prioritize changes, manage risks, build low-code agents and prototypes, and align digital transformation initiatives with organizational goals. The role requires strong stakeholder communication, product judgment, and understanding of data protection, ethical, and security risks associated with AI capabilities.

Lead risk-based internal audits from planning through reporting and follow-up. Assess control effectiveness, develop audit programs and risk-control matrices, produce evidence-based findings, present recommendations to senior stakeholders, and monitor remediation. The role also includes advisory reviews, investigations, governance reporting, collaboration with assurance providers, and using data analytics, audit technology, automation, and AI-enabled approaches to improve audit effectiveness.

Leads the strategy, governance, availability, security, and technical evolution of the Financial Ombudsman Service’s public-facing digital platforms. The role owns portals, online complaint applications, websites, and integrations; manages third-party vendors and AMS providers; oversees technical analysts; governs change, deployment, and UAT; and serves as the escalation point for complex incidents. It requires strong web architecture, cloud infrastructure, vendor management, stakeholder engagement, accessibility, and regulated-sector experience.

Maintain and improve enterprise network infrastructure, own network systems and core services, troubleshoot escalated issues, support projects and change delivery, contribute to design and automation (IaC), remediate security vulnerabilities, and collaborate with stakeholders to drive performance, resilience and service improvements.

Design and lead implementation of scalable Microsoft Power Platform-based solutions. Translate business needs into high-level designs, guide multi-disciplinary teams, ensure alignment with delivery, engage stakeholders and present solutions to governance forums.