Senior Manager, Customer Conduct & Product Governance

Overview

In this role you shape how millions of customers interact with their finances by setting clear policy guardrails for product design, governance, and customer outcomes. You’ll lead policy translation across the Group, embed governance tooling, and provide expert guidance on conduct and consumer duty. You’ll drive evidence-led risk reporting and oversight, partnering with senior stakeholders to ensure compliant, customer-focused solutions. This is a chance to influence product lifecycles at scale within a transformative program.

Pay / Benefits

• generous pension contribution up to 15%
• annual performance-related bonus
• share schemes including free shares
• lifestyle-adjustable benefits (discounts)
• 30 days’ holiday plus bank holidays
• wellbeing initiatives and parental leave policies

Responsibilities

• Provide specialist advice on Customer Conduct policy interpretation (Consumer Duty, product governance, and customer fair value)
• Design and embed product governance and fair value tooling to support lifecycle governance, policy compliance, and decision-making MI
• Draft and rollout Customer Conduct Policy and guidance aligned to regulatory expectations
• Advise commercially on compliant, customer-focused solutions
• Monitor and report on conduct risk and product governance, including board reporting and MI
• Oversee and challenge 1LoD activities, identifying and reporting emerging risks and remediation plans
• Interpret regulatory requirements and translate them into practical governance language
• Challenge Group projects to ensure policy requirements are followed effectively and proportionately
• Lead and coach Risk Specialist Managers and Assistants to maintain delivery pace
• Use evidence and data to support senior decision-making and governance reporting

Key requirements

• Expertise in banking conduct regulation and policy (Consumer Duty, product governance, fair value)
• At least ten years’ experience in financial services with five+ years in customer conduct or product governance
• Five+ years in a second-line risk or compliance role with independent oversight experience
• Strong drafting skills for senior audiences
• Proven collaboration and stakeholder management skills
• Ability to translate complex regulatory requirements into clear language
• Three+ years of line management experience
• Proficiency using evidence, MI and data for risk guidance and governance

• collaboration
• clear communication
• commercial awareness
• regulatory interpretation
• policy drafting
• MI and data-driven governance

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