Vulnerability Specialist

About the role

Wesleyan is seeking a Vulnerability Specialist to embed its Extra Support (Vulnerable Customer) Strategy across the business. Working hybrid from Birmingham, you will translate policy into practical actions that improve outcomes for vulnerable customers.

Key responsibilities

• Support the rollout of the Vulnerability (Extra Support) Strategy across Operations, Risk, Compliance, Product and Customer teams.
• Collaborate with stakeholders to enhance customer journeys, processes and outcomes.
• Drive vulnerability improvement initiatives and maturity framework activities.
• Analyse customer insight, feedback, complaints and management information to identify risks and opportunities.
• Act as a subject‑matter expert, delivering guidance, training and practical support on Consumer Duty expectations.

Required profile

• Experience supporting vulnerable customers within a regulated environment.
• Background in Financial Services with strong knowledge of vulnerable customer requirements and Consumer Duty.
• Previous roles in Operations, Customer Experience, Change, Risk or Compliance.
• Proven ability to implement policies, frameworks or business‑change initiatives.

Required skills

What we offer

• Opportunity to make a real impact on customer outcomes.
• Collaborative culture that values innovation and integrity.
• Hybrid working model with two days per week in the Birmingham office.