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.

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.

Benefits

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

We encourage all eligible applicants from all backgrounds to apply. #J-18808-Ljbffr