Description
Zopa is hiring a Head of Complaints to lead its multi-product complaints function across a digital bank. The role owns the end-to-end complaints operation, sets customer-outcome and regulatory standards, leads teams through transformation, shapes AI and automation use, uses data and capacity planning, supports complex cases, and represents the function to senior stakeholders and regulators. Candidates need proven financial-services complaints-function leadership, FCA DISP and Consumer Duty knowledge, and experience leading teams across competing priorities; experience in a digital bank, current-account complaints, AI-enabled transformation, and root-cause analysis is an added bonus. The role is hybrid, requiring attendance at the London office two to three days per week.
