JOB TITLE: Head of Customer Outcomes, Regulatory and Data Controls
SALARY: Competitive - will be discussed at interview stage
LOCATION(S): Edinburgh, Glasgow, Manchester, Birmingham or Bristol
HOURS: Full-time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
About this Opportunity:
A senior leadership opportunity has arisen within the Business & Commercial Banking (BCB) Chief Controls Office to lead Customer Outcomes, Regulatory & Data Controls team. This is a fantastic opportunity to gain experience at the heart of one of the UK’s largest financial services companies.
This role provides thought leadership and direction on the effective implementation of the first line of defence model, supporting the business to grow safely, ensure good customer outcomes and improve. the control environment through data and automation.
You’ll lead the approach to optimising and automating the control environment, embedding control by design and ensuring the control framework continues to evolve in line with business strategy, regulatory expectations and customer needs.
What you’ll be doing:
• Leading a team of c90 colleagues to embed BCB’s control strategy including data, regulatory, conduct, and people controls.
• Deliver BCB’s Resetting Risk implementation plan.
• Ensure robust risk governance by leading on BCB’s Executive Risk Committee and executive reporting.
• Optimise and modernise the control environment through data and automation.
• Own actions arising from Risk & Control Self Assessments (RCSAs), developing mitigation plans‑ and managing them through to resolution, sharing findings with key partners.
• Ensure compliance with the FCA’s Consumer Duty through data-led‑ monitoring and customer communications.
Why join us?
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.
What we’re looking for?
• 10+ years expertise in enterprise risk, control, and regulatory frameworks, with accountability for setting control strategy and embedding effective controls across complex, end‑to‑end business processes at scale.
• Strong commercial and strategic foresight, with a clear understanding of business drivers, financial performance, and the impact of control decisions on growth and value creation.
• Proven experience owning and leading data‑led control management at an enterprise level, including optimisation, automation, control transformation, and Control by Design.
• Confident strategic decision‑maker, able to balance risk appetite, customer outcomes, regulatory expectations, and cost‑of‑control considerations.
• Credible senior partner to ExCo leaders, Risk Owners, Control Owners, and specialist risk teams, with influence across all lines of defence.
• Accountable for setting standards for risk and control process mapping, documentation, governance, and insight‑led reporting to senior forums.
• Highly effective communicator, able to distil complex risk and control issues into clear strategic recommendations, decision papers, and executive‑level actions.
• Strong leadership track record in building, leading, and evolving high‑performing teams and centres of excellence within risk, control, or assurance environments.
We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.
This is a place for you:
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you’ll learn and thrive? Apply today and find out more.
