Customer Remediation Lead | 6-Month Contract | Outside IR35 | Remote | Occasional London Travel
£500-£600
We are supporting a leading financial services organisation undergoing a significant customer remediation programme and are seeking an experienced Customer Remediation Lead to define and deliver customer treatment strategies within a highly regulated environment.
This is a critical role requiring a seasoned remediation professional who can shape customer outcomes, influence senior stakeholders, and ensure treatment approaches meet regulatory expectations whilst delivering fair and consistent customer outcomes.
The Role
As the Customer Remediation Lead, you will be responsible for designing and overseeing customer treatment strategies across a complex remediation programme. Working closely with Risk, Compliance, Legal, Operations and Programme Leadership teams, you will ensure customer remediation activities are robust, compliant, and operationally executable.
You will play a key role in balancing regulatory requirements with customer fairness, operational practicality, and commercial considerations.
Key Responsibilities
Define and implement customer treatment and remediation strategies.
Design customer redress methodologies aligned with regulatory expectations.
Lead the development and review of customer communication frameworks and engagement strategies.
Provide expert guidance on remediation governance, controls and decision-making processes.
Collaborate with operational teams to ensure effective execution of remediation activities.
Engage with senior stakeholders across Risk, Compliance, Legal and Executive leadership functions.
Ensure customer outcomes are delivered consistently, fairly and in accordance with regulatory requirements.
Support programme governance, reporting and regulatory engagement activities where required.
Identify and mitigate risks associated with remediation delivery.
Provide subject matter expertise throughout the lifecycle of the remediation programme.
Essential Experience
Extensive experience leading customer remediation and redress programmes within regulated financial services environments.
Strong understanding of customer treatment strategy design and implementation.
Proven experience developing redress methodologies and customer outcome frameworks.
Deep knowledge of regulatory expectations relating to customer remediation and conduct risk.
Experience designing customer communications within remediation programmes.
Strong understanding of operational remediation delivery and execution.
Demonstrable experience working with governance frameworks, regulatory stakeholders and senior leadership teams.
Excellent stakeholder management and influencing skills.
Ability to operate effectively within complex, high-profile transformation or remediation programmes.
Desirable Experience
Experience working with FCA-regulated organisations.
Previous involvement in large-scale customer redress programmes.
Experience supporting regulatory reviews, investigations or enforcement-driven remediation activity.
Consulting or advisory background within financial services remediation.
Contract Details
Duration: 6 Months
Engagement: Outside IR35
Location: Remote-first
Travel: Occasional travel to London required
Start Date: ASAP