Head of Conduct & Control - Financial Services

Overview

Flexible Working The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

Closing Date: Sunday 15th February 2026

Location(s): Bristol or London

BT Consumer We run the biggest and best fixed broadband and mobile network services in the UK with an ambition to be the country’s most trusted connector of people. We bring together the BT, EE and Plusnet brands to serve more than 25 million subscribers and connect for good. Because we own the best networks for mobile and broadband, the biggest and most exciting tech brands in the world partner with us so we can bring our customers new products and services beyond the connectivity we’ve always been famous for.

That includes gaming, TV, entertainment and home and cyber security. We handle 100% of calls and customer enquiries from our UK-based contact centres. And we have more than 400 stores on high streets across the country, including our EE Studio and Experience stores that invite people to try new technology for themselves and see how it can make their lives better.

Our networks and services keep you connected and entertained. Our mobile products run over the UK’s best network, with EE’s 4G and 5G speeds covering more than 90% of the UK. EE’s 5G connectivity is available to more than 80% of the UK population. Our ultra-reliable broadband is available at more than 99% of UK premises. With guaranteed speeds to keep you streaming, gaming, watching TV and connecting to the things that matter most.

Our full fibre broadband is designed to meet our customers’ online demands using the UK’s most reliable broadband technology. And we continue to roll out the next generation of broadband and mobile services, with Wi-Fi 7 and 5G standalone. Wi-Fi 7 gives customers higher speeds and greater capacity in the home, while our 5G standalone mobile network is designed to handle the game-changing services of the future and a growing range of AI-powered devices, from smartphones to laptops, tablets and more.

The Scope Financial Services is scaling across products, partners, and channels. While core governance policies exist, the business needs to move from reactive compliance and retrospective assurance to proactive, evidence-led management of customer outcomes. This role establishes a single, coherent first line conduct and control framework across FS, ensuring Consumer Duty, conduct risk and control ownership are embedded into day-to-day product and operational decision making.

It ensures senior leaders can be confident in FS outcomes. This is not a traditional compliance or policy role.

What You’ll Be Doing

• Establish and maintain a single, coherent first‑line conduct and control framework across Financial Services, embedding Consumer Duty, conduct risk ownership and clear control standards into day‑to‑day product and operational decisions.
• Set the FS conduct and control standards, first‑line assurance expectations, MI requirements, outcome tolerances and escalation triggers — ensuring Product Leads own their MI and can evidence compliant, well‑controlled products.
• Provide strong first‑line challenge to Product and Channel teams, ensuring risks are consciously owned within appetite, issues are identified early, and remediation is effective and well‑evidenced without taking delivery ownership.
• Oversee adherence to FS product governance (APR, FVA, TMR, material change), defining the standards for compliant change delivery and assessing the adequacy and effectiveness of product and control decisions.
• Coordinate first‑line oversight of incidents and root‑cause analysis, driving clarity on ownership and tracking remediation to ensure risks are resolved and controls strengthened.
• Partner with Compliance, Risk and Audit to align regulatory interpretation without duplication, enabling innovation while maintaining strong, outcome‑led conduct discipline across FS.

Skills And Experience Needed

• Senior first‑line experience in conduct, risk or control leadership within Financial Services, with hands‑on embedding of Consumer Duty rather than simply reporting on it.
• Strong…