Owns customer experience across three UK financial-services brands, with end-to-end responsibility for regulated complaints, redress, root-cause analysis, vulnerable-customer standards, customer feedback, regulatory reporting, and Financial Ombudsman referrals. The role represents customer needs in product and change decisions, manages complaints information, works with legal and senior stakeholders, and line-manages a Complaints Coordinator while ensuring compliance with FCA requirements and Consumer Duty.

Leads the London customer service team supporting Moneyfarm customers across phone, email, and chat. Owns service levels, case throughput, Salesforce data quality, workforce planning, escalations, and customer outcomes. Coaches representatives, manages performance and development, oversees transfers and migrations, and contributes operational insight to product and change forums. Ensures compliance with FCA requirements, Consumer Duty, conduct rules, vulnerable customer policies, anti-money laundering, customer identification, and data protection obligations.

Supports budgeting, forecasting, month-end reporting, financial modeling, scenario analysis, and management insights. Partners with commercial, Finance, and Risk teams on strategic initiatives, capital planning, regulatory capital reporting, process improvements, automation, and system implementation. Presents complex financial analyses to senior management and helps drive profitable growth.