Job Description

As a Customer Advocacy Delivery Lead, you will play a key role in driving improvements across complaints management and customer vulnerability practices. Working across the business, you will lead strategic initiatives, deliver system and process enhancements, and use customer insights to influence meaningful change that improves customer outcomes and strengthens organisational capability.

What You’ll Do

• Lead the ongoing enhancement, embedding, and maintenance of the Complaints Management Framework, ensuring alignment with regulatory requirements and industry best practice.
• Drive initiatives that improve complaints and customer vulnerability processes, systems, reporting, and overall organisational maturity.
• Analyse complaints and customer vulnerability data to identify trends, root causes, and opportunities for improvement, translating insights into actionable business outcomes.
• Partner with st...