Service / Customer Pillar Lead

This role leads the Service & Customer Outcomes Oversight team, providing integrated oversight across service performance and customer outcomes within outsourced operations. The position involves managing a small team to ensure consistent management information, effectively challenging the BPO provider, and driving the timely escalation and remediation of service and customer outcome risks. Key duties include embedding Consumer Duty expectations, producing consolidated reporting for senior stakeholders, and maintaining audit-ready governance outputs.