Customer Remediation Lead
This is a first-line delivery role within a retail banking customer remediation programme. You’ll be responsible for managing multiple remediation cohorts from start to finish - including planning, tracking, execution and closure. The ideal candidate will bring a strong mix of project coordination, stakeholder engagement and analytical skills to ensure fair and accurate outcomes for affected customers.
Key Responsibilities:
- Manage multiple customer remediation batches/cohorts across various retail banking products
- Work collaboratively with programme, operations and customer service teams to track and prioritise work
- Create and maintain cohort tracking tools and dashboards
- Present progress updates and findings to senior programme stakeholders
- Monitor cohort progress through to completion, confirming closure and identifying opportunities for process improvement
- Draft clear, high-quality documentation to support delivery, reporting and governance
Requirements
- Previous experience delivering customer remediation within retail banking
- Familiarity with banking products (e.g. loans, savings, current accounts, credit cards)
- Strong Excel and presentation skills
- Proven ability to manage multiple workstreams and communicate effectively across functions
- Confident producing tracking tools, status reports, and materials for leadership
Benefits
4-month contract initially, paying in the region of £100k - £130k pro rata.
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