VAIB Strategy Manager

Role overview Lead a team focused on improving how financial services support customers experiencing vulnerability, disability, exclusion or bereavement. The role connects strategy to delivery, ensuring customer needs are reflected in products and service journeys while meeting governance and regulatory expectations.

Responsibilities - Coach, develop and recruit Strategy Analysts, building an accountable and engaged team. - Turn strategic priorities into actionable projects and oversee customer treatment approaches. - Review journey performance and combine quantitative and qualitative insights to identify gaps and recommend improvements. - Partner with operations, product, risk, data and engineering teams to embed inclusive support into services. - Work with risk and compliance colleagues to maintain controls, documentation and regulatory alignment. - Guide complex customer or operational escalations and help teams navigate process changes.

Requirements - Deep knowledge of vulnerability, accessibility, inclusion and bereavement, including relevant standards such as Consumer Duty, the Equality Act and WCAG. - Experience leading and developing teams through coaching, clear feedback and continuous improvement. - Ability to use customer and performance data to identify issues and shape evidence-based decisions. - Strong understanding of risk, governance and control environments. - Clear communication and stakeholder influence, including managing formal actions and organizational change.

Benefits and work setup - Flexible working hours, with roles based in London, Cardiff or remotely in the UK. - Salary of £51,200–£64,700, plus equity and performance-linked incentive awards. - Annual learning budget of £1,000 and equipment for home working; additional setup support is available for fully remote workers.