Vice President, Group Customer Advocacy

The Company is seeking a Vice President, Group Customer Advocacy, to support independent oversight of customer outcomes, fair dealing, and customer risks across its operations. The role involves reviewing products, policies, communications, processes, and business practices; identifying systemic issues and conduct risks; and recommending improvements to protect customers. The successful candidate will analyze complaints, surveys, and other customer and operational data, conduct thematic and root-cause reviews, and develop reporting and actionable recommendations. They will also partner with stakeholders across business and support functions to track remediation, strengthen customer governance, and promote customer-focused decision-making. Candidates should have 8–12 years of relevant experience in customer advocacy, customer experience, complaint management, conduct risk, compliance, risk management, operations, or related financial services disciplines. They should bring strong analytical, problem-solving, project management, communication, and influencing skills, along with sound judgment, integrity, and the ability to work independently and collaboratively. Experience with customer insights, root-cause analysis, thematic reviews, issue remediation, and governance reporting is important, as is a good understanding of fair dealing, customer outcomes, and conduct risk. A degree in business, finance, economics, law, risk management, or a related field is preferred; familiarity with applicable fair dealing guidance and senior governance forums is an advantage.