Operations Lead - Consumer Duty (Insurance)

This is a standout opportunity to step into a highly visible, business-critical role at the heart of how Consumer Duty is embedded, evidenced and continuously improved across our GB Retail business and other relevant GB Corporate Risk & Broking business areas. You will have the scope to shape and develop the role, influence how the business demonstrates good customer outcomes, and play a meaningful part in driving improvements across products and services, price and value, consumer understanding and consumer support.

Working closely with business leaders, senior leadership, Compliance, Risk, Technology, Operations, Claims and specialist teams, you will act as a trusted partner and subject matter expert — providing regulatory insight, constructive challenge and practical implementation support. This role offers exceptional exposure across the organisation, giving you the platform to build influential relationships, shape day-to-day decision making, strengthen governance and ensure Consumer Duty activity delivers tangible, measurable benefits for customers.

This role is Hybrid based out of either our Ipswich or London office.

The Role

•    Lead the ongoing embedding, maintenance and enhancement of the Consumer Duty framework, governance processes and oversight mechanisms across relevant business areas.
•    Develop and challenge Consumer Duty MI, dashboards and outcomes monitoring to identify risks, root causes, poor outcomes and required remediation.
•    Support governance reporting, including MI, narrative updates and evidence packs for committees, leadership teams and annual Board reporting.
•    Work with Compliance and Risk colleagues to interpret FCA requirements, monitor regulatory developments and coordinate practical business implementation.
•    Ensure vulnerable customer considerations are embedded into operational processes, colleague training, communications, support models and reporting.
•    Act as a key contact for assurance activity, including Internal Audit and Compliance Monitoring, coordinating evidence, action plans and framework improvements.
•    Partner with Technology, Operations and business stakeholders to improve reporting, automation, workflow efficiency and data integrity.
•    Build strong stakeholder relationships and support training, communication and engagement across business areas, champion networks and specialist teams.

What you’ll bring

•    Significant experience within the insurance broking sector, ideally with exposure to retail customer journeys, insurance distribution and/or Consumer Duty implementation.
•    Good working knowledge of FCA regulations, Consumer Duty expectations and conduct risk principles.
•    Proven experience of management information, data interpretation, outcomes monitoring and evidence-based challenge.
•    Experience of regulatory governance, committee reporting, Board reporting, assurance activity or similar control environments.
•    Strong stakeholder management skills, with the ability to influence, constructively challenge and coordinate activity across multiple business areas.
•    Experience working with first and second line stakeholders, including Compliance, Risk, Legal, Finance, HR, Technology and Operations.
•    Track record of supporting operational excellence, regulatory compliance, continuous improvement and high standards of client service.
•    Strong written communication skills, with the ability to produce clear MI narratives, governance updates and action-focused reporting; degree-level education, ACII or process improvement accreditation would be advantageous.

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.
 

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com