Customer Treatment Lead

At Yorkshire Building Society, we’re committed to putting our members at the heart of everything we do. Customer treatment including Consumer Duty, vulnerable customers and remediation is central to delivering good outcomes and building trust.

We’re looking for a Customer Treatment Lead to drive the delivery and embedding of our approach across the organisation. This is a hands-on, delivery-focused role where you’ll combine expertise, coordination and insight to ensure we meet regulatory expectations and consistently do the right thing for our customers.

About the role

You’ll act as a subject matter expert, making sure issues don’t just get identified but are progressed to resolution, with improvements embedded to deliver better customer outcomes.

• Lead the delivery of Customer Treatment activity, embedding Consumer Duty, vulnerable customer treatment and remediation
• Ensure actions are progressed through to completion, delivering measurable improvements in customer outcomes
• Provide clear, practical guidance to support consistent application of Customer Treatment frameworks
• Use MI, customer insight and assurance findings to identify risks, issues and areas of potential harm
• Own and progress remediation activity, ensuring fair and timely outcomes for customers
• Translate insight and root cause analysis into clear, actionable improvements
• Embed improvements in customer journeys to prevent reoccurrence of issues
• Drive pace and accountability across stakeholders, providing appropriate challenge
• Escalate risks and concerns to support effective governance and decision-making

About you

We’re more interested in your mindset, approach and delivery experience than ticking every box. You’ll be able to demonstrate how you’ve driven activity, delivered outcomes and improved customer treatment in practice.

You’ll bring

• Strong understanding of Consumer Duty and customer treatment in practice
• Experience leading or coordinating remediation activity through to completion
• Ability to analyse customer data and identify risks, issues and potential harm
• Experience translating root cause analysis into clear actions and improvements
• Strong organisational skills, with the ability to manage multiple workstreams
• Confidence to challenge, drive progress and escalate where needed

And ideally

• Experience working with vulnerable customer frameworks
• Exposure to conduct risk or assurance activity
• Experience embedding change or driving improvement across customer journeys
• People leadership experience