Consumer Duty Analyst

Confirmed live in the last 24 hours

Pleo

UK / Spain / Denmark / Portugal

Hybrid

Posted January 30, 2026

Job Description

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike—with a vision to help all businesses ‘go beyond’.

The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.

Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

We’re looking for a Consumer Duty Specialist to play a pivotal role in strengthening how we meet our Consumer Duty obligations, with a particular focus on complaints outcomes and the experience of vulnerable customers. This role will help us move beyond compliance to genuinely delivering good outcomes, ensuring our processes, insights, and decisions consistently reflect fairness, empathy, and customer understanding.

You’ll help define and embed best practice across complaints handling and vulnerability, using data, root-cause analysis, and customer insight to raise standards and drive meaningful change. Acting at the intersection of regulation, customer experience, and operational teams, you’ll challenge the status quo with confidence and clarity, while maintaining a strong, customer-first mindset.

Your empathy for customers in vulnerable circumstances is critical, balanced with your ability to influence senior stakeholders and translate regulatory expectations into practical, outcome-focused improvements.

What you'll be doing

As a Consumer Duty Specialist, you will:

Support the development and embedding of our Consumer Duty framework, with a strong focus on complaints handling and outcomes for vulnerable customers.
Lead or support the investigation and responses to complaints escalated to regulators (e.g. FCA, FOS), ensuring responses are timely, accurate, and well-evidenced.
Analyse complaints data, quality, root causes, and customer journeys to identify systemic issues, potential customer harm, and opportunities to improve outcomes.
Assess how effectively vulnerable customers are identified, supported, and treated throughout their journey, recommending enhancements where gaps exist.
Produce clear, insightful MI and reporting to evidence Consumer Duty compliance, including outcomes testing and lessons learned from regulatory complaints.
Challenge existing processes and decisions where they do not meet Consumer Duty standards, using evidence, insight, and customer impact to drive change.
Monitor regulatory developments, guidance, and enforcement activity to ensure our approach to complaints and vulnerability remains robust and forward-looking.

What you bring

You’ll thrive in this role if you have:

Experience working in Consumer Duty, Conduct Risk, Complaints, Customer Outcomes, or a related regulatory or customer insight role within financial services.
A strong understanding of vulnerability, complaints handling, and the FCA’s Consumer Duty expectations, with the ability to apply them pragmatically.
Proven ability to get to the root cause of issues using data, case analysis, and customer insight—not just surface-level fixes.
High levels of empathy and a genuine commitment to improving outcomes for vulnerable customers.
Confidence engaging and influencing stakeholders across different teams and levels of seniority.
Strong analytical and communication skills, with the ability to turn complex findings into clear, actionable recommendations.
A mindset that sees regulatory requirements as an opportunity to improve customer experience, not just a compliance exercise.
Experience using data, MI, or automation to improve oversight, insight, or customer outcomes is beneficial.

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