Customer Assurance Lead

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part by leading the development of Customer Assurance practices across our Customer division, helping us minimise risk, strengthen customer trust and deliver good outcomes across every customer journey.

How you'll make a difference

Reporting into the Head of Customer Risk and Assurance, this lead role is responsible for the design, execution and oversight of our Customer Assurance framework and provides assurance on outcomes at an end-to-end customer journey level, Quality Assurance framework to assess colleague competency, and Quality Assurance governance frameworks ensuring compliance with Consumer Duty, conduct and wider regulatory requirements. You'll lead a team of specialists and provide guidance and strategic direction to the business' 2nd and 3rd line to embed the outcomes testing ensuring strong alignment in assessments and understanding.

What will you bring to the role?

• Strategic thinker that can develop and lead on the assessment of FCA regulated activities (e.g. Mortgage Advice, ...