Consumer Risk Lead

This individual contributor will play a key role within our Consumer Duty and Customer Outcome Testing team. As a great thinker and problem solver, you’ll be bringing together layers of data and insight into a well-rounded view, always with the customer at the centre of it. You’ll manage a broad set of stakeholders across the whole UK business via the Monthly Customer Outcome Meeting (MCOM), understanding their processes and how they work for our customers. You’ll be the ultimate customer advocate.

What you’ll do

• Lead the MCOM meeting every month, collaborating with stakeholders to bring the most important customer insights to the surface.
• Review insights identified across multiple sources (especially customer journey testing), highlight key themes, and report these back to senior stakeholders.
• Be a departmental leader, advocating for customers and utilizing external and internal insights to support your thinking.
• Build your network and stay informed on outcome standards.
• Challenge the status quo to ensure continuous advocacy for customers, leading changes and improvements.
• Ensure all actions, procedures, and standards adapt to the changing environment.

What we’re looking for

• Proven experience in analyzing qualitative and quantitative data, with the ability to summarize findings into key insights.
• A problem solver who can assess risks and identify key exposures.
• A critical thinker capable of understanding opportunities to improve customer outcomes across multiple priorities.
• High attention to detail and a deep understanding of insights generated by the Customer Outcome Testing team.
• Sound judgment, capable of making recommendations involving different risk types.
• Commercial awareness and the ability to understand and communicate important customer information effectively.
• Awareness of the Consumer Duty regulation.

Work Environment

This is a permanent role based in our Nottingham offices with a hybrid working model. You will work from the office three days a week (Tuesdays, Wednesdays, Thursdays) and have flexibility for remote work. We value collaboration and connection, supporting flexible arrangements to suit your needs.

Benefits

• A role contributing to organizational transformation and growth.
• Career progression through Capital One University training programs and external providers.
• Core benefits including pension, bonus, holiday entitlement, private medical insurance, and flexible benefits like season-ticket loans, cycle schemes, and parental leave.
• Modern, accessible workspaces with amenities such as gyms, restaurants, mindfulness, and music rooms. London locations feature rooftop running tracks and cafés.

Our Recruitment Philosophy

We are committed to diversity and inclusion, partnering with organizations like Women in Finance, Race At Work Charters, Stonewall, and upReach. We foster internal networks such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER to support our associates.

If you require a reasonable adjustment during the recruitment process, contact . For technical or recruitment support, email .

Who We Are

At Capital One, we are building a leading information-based technology company. Guided by our values, we foster collaboration, innovation, and respect. Our mission is to help customers succeed by bringing ingenuity, simplicity, and humanity to banking. We are committed to changing banking for good.