Group Consumer Duty Lead

 

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Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s  No.1-rated home insurer by Review Centre since 2013. 🏆

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At Policy Expert, we’re committed to putting our customers at the heart of every decision. Delivering fair, consistent, and positive outcomes is essential for regulatory compliance and for building lasting trust in our brand. As our Group Consumer Duty Lead, in the second line Compliance function, you’ll provide direction, support, advice and challenge on how we continue to embed the Consumer Duty across business.  As a Compliance Leader, you will be highly experienced in supporting business leads to deliver on our regulatory objectives and passionate about driving the robust delivery of Consumer Duty and good customer outcomes across the Group.  If you are a Consumer Duty SME leader, we’d love to hear from you.

This role is an integral part of the Compliance team, reporting into the Group Head of Compliance where you will support in the leadership, development and wider ambitions of the team.

Your primary areas of responsibility and focus:

Consumer Duty expertise

• Be a leading compliance subject matter expert in Consumer Duty and the broader regulatory arena, simplifying complexities, supporting business understanding and promoting FCA and industry-wide best practice examples of the Consumer Duty across the Group.
• Providing oversight to product governance processes, distribution arrangements, and product and service testing to ensure compliance with the PROD sourcebook.
• Understanding the complexities of assessing insurance pricing models to ensure value add support, guidance and challenge to ensure robust testing of price and value principles and GIPP compliance.
• Supporting the business to evolve internal controls across the customer journey to ensure decision making processes adequately advocate for the improvement of customer outcomes and the reduction of foreseeable harm.
• Deliver robust but collaborative SME advice on the management of vulnerable customers, ensuring timely identification to ensure speedy support and well executed treatment plans.
• Work with senior stakeholders across the business to direct and test the production of Policy Expert’s Annual Consumer Duty Report to ensure continuous improvement of internal methodologies aligned to evolving guidance and industry best practice.
• Direct and oversee remediation activity for the improvement of Consumer Duty compliance and customer outcomes, ensuring learnings are applied across the business.

Compliance & Conduct Leadership

As a key member of the Compliance Leadership Team you will support the Group Head of Compliance to:

• Drive the development, implementation and embeddedness of the Compliance & Conduct Risk Framework and Annual Compliance & Conduct Plan in line with regulatory requirements, proportionate to business operations.
• Champion the application of Compliance and Conduct Policies across the business to ensure the requirements of these are fully understood and embedded across the business.
• Advocate for good customer outcomes for our customers and help to underpin the customer centric culture.
• Deliver the compliance & conduct plan, ensuring value add output and proportionate, actionable observations and recommendations.
• Lead and deliver value-add thematic assurance, ad-hoc compliance & conduct oversight and product governance oversight.

Cross-functional collaboration & influence

• Build close working partnerships with Customer Success, Customer and Marketing, Product, Underwriting and Claims to collaboratively deliver with Customer & Commercial on shared outcome responsibilities, ensuring clarity of actions and ownership.
• Collaborate with senior stakeholders across Policy Expert to constructively challenge root causes of event management incidents to drive improved customer outcomes.

• Support training and awareness initiatives to embed customer outcome thinking into the day-to-day operations of all teams, and drive cultural and behavioural change to ensure a proactive approach to customer outcomes.

• Present findings and recommendations to senior leaders and governance fora with clarity and impact.

The person we’re looking for:

Consumer Duty SME
You have a strong understanding of Consumer Duty and the broader regulatory environment, along with knowledge and initiative to institute process, action and reporting to evidence regulatory compliance.

Strategic Thinking: You have a strategic mindset which enables clarity of thought on the practical application of regulatory compliance requirements across both strategic initiatives and embedded processes.

Commercial and Customer Awareness: You have a strong commercial awareness, understanding the challenges the business face in the application of granular regulatory requirements and the expertise to guide commercial direction to the advancement of good customer outcomes.

Stakeholder Management and Influence: You are experienced in managing stakeholders at all levels of an organisation, successfully influencing decision making and strategy.

Collaborative & Influential: You work effectively across teams and functions, helping others understand complex concepts and championing a shared commitment to fairness and transparency.

 

Key Attributes for success:

• A 2:1 degree in a relevant discipline.
• You will have directly led and supported successful implementation and continued embedding of Consumer Duty within an insurance firm.
• You will be an experienced compliance professional, skilled in supporting the delivery and embeddedness of compliance and conduct risk frameworks.
• Strong understanding of FCA regulations, the broader regulatory environment and operational compliance frameworks.
• Proven experience in leading compliance teams to be seen as trusted advisors and SME partners.
• Relevant professional qualifications (e.g., ICA Diploma in Compliance, CISI Certificate, or equivalent) are highly desirable.