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 or issues, and report these to senior stakeholders.
• Advocate for our customers within the department, using insights to support your thinking, and build your internal and external network to stay informed about outcome standards.
• Challenge the status quo to ensure we’re advocating for our customers and lead changes and improvements.
• Ensure all actions, procedures, and standards reflect the changing environment.

What we’re looking for

• Proven experience in analysing qualitative and quantitative data, with the ability to summarise findings into key insights.
• Strong problem-solving skills, capable of sizing risks and identifying key risk exposures.
• A critical thinker who seeks to understand opportunities to improve customer outcomes across multiple priorities.
• High attention to detail and the ability to understand insights generated by the Customer Outcome Testing team.
• Solid judgement to make recommendations involving various risks (e.g., Customer Outcomes, Business Operations).
• Commercial awareness and the ability to understand and communicate important customer information effectively.
• Aware of the Consumer Duty regulation.

Where and how you’ll work

This is a permanent role based in our Nottingham offices. We have a hybrid working model offering flexibility to work from home and the office. You will be based in our Nottingham office 3 days a week: Tuesdays, Wednesdays, and Thursdays. Many of our associates have flexible working arrangements, and we’re open to discussing what works best for you.

What’s in it for you

• Contribute to a transformative organization and be rewarded accordingly.
• Opportunities for career progression through our Capital One University training programs and external providers.
• Access to core benefits such as pension, bonus, holiday entitlement, private medical insurance, and flexible benefits like season-ticket loans, cycle-to-work scheme, and parental leave.
• Enjoy our inspiring workspaces, including gym, restaurant, mindfulness and music rooms at Nottingham, and rooftop running track and café in London.

Our recruitment approach

We value diversity and inclusion, aiming to build fair, accessible, and representative teams. We partner with organizations like Women in Finance, Race At Work, Stonewall, and upReach to attract and support talent from all backgrounds. We offer various internal networks and support groups such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER.

If you need a reasonable adjustment during the recruitment process, contact us. All information will be kept confidential.

For technical support or questions about the recruitment process, email us.

At Capital One, we’re building a leading information-based technology company. Guided by our values, we foster collaboration, innovation, and respect, aiming to help our customers succeed and change banking for good.