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.
Who you'll be working with and reporting to
You’ll report to our Voice of the Customer Lead and work closely with colleagues across Consumer Duty, Complaints, Quality Assurance, Knowledge Management, and Customer Support leadership. Alongside your Consumer Duty Specialist peer, you’ll help shape the direction, priorities, and focus areas for improving complaints handling, vulnerability support, and customer outcomes.
You’ll partner with teams across Risk, Compliance, Legal, Data, Product, and Customer Experience to ensure Consumer Duty insights are embedded into decision-making and operational practice. You’ll also collaborate with Data and Research colleagues to strengthen how customer insight, complaints trends, and vulnerability indicators are used to drive continuous improvement and demonstrate good outcomes.
How you'll develop in this role
In your first 3 months at Pleo, you’ll:
- Work with escalated and regulatory complaints, building confidence in handling investigations and drafting high-quality responses that meet regulatory timeframes and Consumer Duty expectations.
- Complete a detailed review of our vulnerable customer framework and complaints processes, identifying gaps against audit requirements and defining a clear plan to deliver required upgrades.
- Establish effective remediation processes, ensuring complaint learnings are captured, actions are tracked, and customer harm is addressed in a timely and consistent way.
- Develop a strong understanding of key regulatory, conduct, and reputational risks, using complaints and vulnerability insight to proactively highlight and mitigate emerging issues.
Show me the benefits!
- Your own Pleo card (no more out-of-pocket spending!)
- Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office 🍜
- Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis
- We offer 25 days of holiday + your public holidays
- For our Team, we offer both hybrid and fully remote working options
- Option to purchase 5 additional days of holiday through a salary sacrifice
- We use MyndUp to give our employees access to free mental health and well-being support with great success so far ❤️🩹
- Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work 👶
About your application
- Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join 💕
- We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone 😊
- We can only achieve our goals if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes. We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.
- When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.
