Head of Complaints & AI-Enabled Customer Trust

Zopa is seeking a senior leader to head complaints across its multi-product digital bank. You will set standards for customer outcomes, quality, and regulatory controls while guiding a growing team through a major transformation.

You will steer the integration of AI-enabled processes, use data to forecast demand, and ensure sound judgement on complex cases. This role combines strategic influence with hands-on leadership in a dynamic fintech environment.