Customer Remediation Lead

This is a first-line delivery role within a retail banking customer remediation programme. You’ll be responsible for managing multiple remediation cohorts from start to finish - including planning, tracking, execution and closure. The ideal candidate will bring a strong mix of project coordination, stakeholder engagement and analytical skills to ensure fair and accurate outcomes for affected customers.

Key Responsibilities:

• Manage multiple customer remediation batches/cohorts across various retail banking products
• Work collaboratively with programme, operations and customer service teams to track and prioritise work
• Create and maintain cohort tracking tools and dashboards
• Present progress updates and findings to senior programme stakeholders
• Monitor cohort progress through to completion, confirming closure and identifying opportunities for process improvement
• Draft clear, high-quality documentation to support delivery, reporting and governance

• Previous experience delivering customer remediation within retail banking
• Familiarity with banking products (e.g. loans, savings, current accounts, credit cards)
• Strong Excel and presentation skills
• Proven ability to manage multiple workstreams and communicate effectively across functions
• Confident producing tracking tools, status reports, and materials for leadership

4-month contract initially, paying in the region of £100k - £130k pro rata.