Consumer Duty Marketing Consultant

Job Title: Marketing Compliance ConsultantContract Type: Permanent, Part Time, Full TimeSalary Range: £55,000 subject to experience Location: BournemouthWork Level: WL4Closing Date for applications: 20th SeptemberWe are seeking a dedicated and knowledgeable Consumer Duty Marketing Consultant to join our Customer Marketing team.  This integral role focuses on ensuring our digital, marketing and customer communication channels align with Consumer Duty regulations, consistently delivering positive outcomes for our customers.

Your deep understanding of regulations will heavily influence our ‘test and learn’ strategies and ‘digital change’ roadmaps.  You’ll collaborate with subject matter experts (SMEs) across various teams, providing guidance on regulatory applicability and driving compliance.Main Responsibilities as Consumer Duty Marketing Consultant:

·        Regulatory Interpretation: Leveraging your in-depth knowledge of regulatory frameworks to interpret rules and guidelines relevant to our industry and advising SMEs on where these rules apply within their respective teams and functions.

·        Content Audit and Risk Assessment: Collaborate with SMEs across Marketing to deliver an ongoing review of existing content, media assets and customer journeys to ensure alignment with the principles of Consumer Duty. This includes scrutinizing content, messaging, and user experiences across various channels, identifying items that pose a risk or foreseeable harm to inform a testing hierarchy and digital change programme.

·        Govern the review process through the active management of the ‘Communications Register’ (a document which itemises all assets/content modules and assesses their levels of risk).

·        Provide actionable advice to stakeholders on remedial actions necessary to achieve compliance and work closely with stakeholders to update content across various touchpoints.

·        Oversee the activation of the testing roadmap to demonstrate our commitment to avoiding foreseeable harm and delivering good customer outcomes, whilst using data insights to inform priority and methodology.

·        Customer Centric Approach: Champion the interests of our customers by advocating for transparency, fairness and ethical practises in all marketing endeavours

·        Identify areas for enhancement and propose actionable recommendations to enhance customer experiences and compliance

·        Regularly monitor marketing performance metrics, seeking opportunities to optimize outcomes while adhering to regulatory guidelines.

·        Adopt a methodical approach to assess and evidence positive consumer outcomes: Document all reviews, audits and outcomes meticulously and oversee the reporting of outcomes in all appropriate Customer Forum and Board Assessment papers to demonstrate compliance efforts.

·        Co-ordinate the completion of all risk assessment reports, liaising with relevant stakeholders where necessary to accurately assess and evaluate all appropriate controls.

Skills and experience you need as Consumer Duty Marketing Consultant:

·        Educated to a degree standard, with or studying for a recognised marketing qualification or demonstrate equivalent experience in Compliance or Marketing.

·        Proven experience interpreting and applying regulatory requirements, with a strong awareness of Consumer Duty

·        Minimum 3 years experience in a customer role – ideally financial services / insurance

·        Ability to build and maintain effective and productive business relationships with SME’s and Senior Management

·        Strong project management capability – able to plan, lead, manage and deliver projects with a focus on matrix management

·        Superior written and oral communication skills with a high level of attention to detail.

·        Proactive and self-starting; able to manage and drive through complex projects to agreed deadlines

·        Strong numeracy and analytical skills to interpret key metrics and ability to analyse data and use it to inform decision making

·        Strong organisational skills able to manage a number of short term priorities whilst ensuring longer term projects/tasks continue to deliver on time

·        PC skills able to produce papers and reports to a high quality – familiarity using Word, Excel and Powerpoint