Consumer Duty Manager

Overview

In this role you will own and embed DNA’s Consumer Duty framework, ensuring fair customer outcomes and regulatory compliance. You will work cross-functionally to deliver the annual Fair Value Assessment and identify improvement areas across products, services, and communications. You will act as a subject-matter expert on Consumer Duty, monitor regulatory changes, and support training and audits. You will also manage end-to-end customer complaints, driving remediation actions and timely responses. This is a collaborative, fast-growth fintech opportunity with meaningful regulatory impact.

Pay / Benefits

• Life Assurance
• Ride to work
• 25 days holiday per year
• Private Medical
• Employee Assistance Programme

Responsibilities

• Own, define and embed the Consumer Duty framework
• Review, update and maintain related documentation
• Collaborate with business teams to produce the annual Fair Value Assessment
• Identify areas of improvement or poor value and support remediation
• Act as SME on Consumer Duty and track regulatory changes
• Support delivery of training and training materials
• Assist with regulatory or audit requests
• Manage the complaints process end-to-end, including response within regulatory timelines
• Oversee root cause analysis, trends, and remediation initiatives
• Report complaints MI to Senior Management
• Liaise with the Financial Ombudsman Service as required

Key requirements

• Strong knowledge of FCA Consumer Duty and customer complaint rules
• Proven experience in complaints handling and/or regulatory compliance in UK financial services
• Experience producing Board-level reporting and MI
• Strong analytical and root-cause investigation skills
• Experience working cross-functionally

• Strong communication
• Cross-functional collaboration
• Analytical mindset
• FCA Consumer Duty knowledge
• Regulatory compliance
• Management information (MI) reporting

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