Vulnerability Strategy Analyst

Role overview Drive strategic work that improves experiences for customers who may need additional support, including people facing vulnerability, accessibility barriers, exclusion, or bereavement. You will use data, customer feedback, and operational knowledge to shape products and services, resolve ambiguous issues, and help ensure that changes are fair, well governed, and aligned with regulatory expectations.

Responsibilities - Turn strategic priorities into delivery plans for complex workstreams, balancing customer needs, operational goals, and regulatory expectations. - Analyze performance data, customer feedback, and operational evidence to identify recurring barriers and recommend improvements. - Work with product, engineering, and operations colleagues to include accessibility and support needs in customer journeys and internal processes. - Assess complex customer or operational escalations, using independent judgment to recommend proportionate responses when guidance is unclear. - Document and manage controls for strategic changes so risks are assessed and decisions are supported by evidence. - Share specialist knowledge and coach colleagues to strengthen the team's analytical and strategic capability.

Requirements - Expertise in vulnerability, accessibility, inclusion, or bereavement support, with knowledge of relevant frameworks such as Consumer Duty, the Equality Act, or WCAG; related regulatory experience is also relevant. - Experience independently delivering complex initiatives, using quantitative data, customer insight, and operational feedback to investigate unclear problems and implement solutions. - Strong understanding of risk and governance, including the ability to assess, document, and manage controls for change. - Sound judgment when handling sensitive or ambiguous customer issues, with a focus on equitable outcomes. - Ability to collaborate across functions and support the development of colleagues.

Benefits and work setup - The listed salary range is £41,300–£52,250, with performance-linked incentive awards and equity. - Flexible working hours and a learning budget of £1,000 per year for books, courses, and conferences. - Home-working equipment is provided; additional setup support is available for fully remote employees. - The role is listed as available in London, Cardiff, or remotely within the UK.