Head of Consumer Duty & Regulatory Compliance

About The Role

With the Scheme now supporting around 935,000 customers, our regulatory responsibilities and focus have grown significantly. Consumer Duty and Responsible Lending are increasingly important to how we design, monitor and support our products, and this role will be central to developing our regulatory approach and ensuring we can evidence good customer outcomes.

Reporting to the Deputy General Counsel, you will work across the organisation to bring together customer insight, operational data, complaints, vulnerability, forbearance and management information. You will provide regulatory oversight and challenge, helping the business understand what the evidence means from a Consumer Duty and Responsible Lending perspective and what action is required.

• Lead and continuously develop MO's Consumer Duty, Responsible Lending and Product Governance framework.
• Lead MO's approach to vulnerable customers alongside Consumer Duty and Responsible Lending, ensuring outcomes for customers with characteristics of vulnerability are appropriately monitored and challenged.
• Lead the development of an outcomes-based compliance culture across MO, building Consumer Duty capability and accountability across the business, with clear first-line ownership and effective second-line oversight and challenge.
• Lead thematic and deep‑Dive reviews where MI, complaints, customer insight or other evidence indicates emerging or foreseeable harm.
• Monitor regulatory developments and lead the translation of new FCA rules, guidance and supervisory expectations into practical changes across the business.
• Work across the three lines of defence to ensure customer‑outcome risks are appropriately identified, challenged, assured and escalated.
• Own the Responsible Lending and Consumer Duty Outcomes Monitoring Framework and the overall regulatory assessment of customer outcomes.
• Provide senior advice and challenge on FCA requirements, including Consumer Duty, CONC, foreseeable harm, vulnerability and product governance.
• Bring together MI and insight from Customer Insight, Operations, Complaints, Collections, Risk, dealer oversight and other business areas to identify emerging risks and customer harm.
• Lead governance reporting to the FCA & Compliance Committee, Executive Committee and Board, including the annual Consumer Duty assessment.
• Challenge the business where outcomes indicate emerging harm and ensure appropriate actions, interventions and remediation are agreed, tracked and tested for effectiveness.
• Ensure customer outcomes evidence informs product governance and decisions about how products, communications and customer support should evolve over time.
• Support FCA engagement and ensure evolving regulatory expectations are understood and embedded across the business.

You are an experienced regulatory professional in Consumer Finance, who understands how to turn FCA requirements into practical, proportionate frameworks that work for customers and the business. You are comfortable operating at senior level, using data and customer evidence to form judgements, challenge constructively and influence decisions across organisational boundaries.

You have a strong customer‑outcomes mindset and understand that Consumer Duty is a business‑wide responsibility, not simply a compliance process.

You are confident working with senior stakeholders and governance forums and can communicate complex regulatory issues clearly and pragmatically.

You are analytical and evidence‑led, with the judgement to interpret MI, customer insight and emerging trends rather than relying solely on individual metrics.

You are collaborative and comfortable working across Legal & Compliance, Risk, Customer Insight, Operations, Complaints, Finance,…