Head of Customer Protection

The role 

As Head of Customer Protection, you will lead the teams responsible for KYC, fraud prevention, and intelligence-led investigations and escalations. Your focus will be to ensure consistent, compliant, and effective customer protection across all markets and jurisdictions.

This hands-on role includes managing performance, maintaining robust controls, and ensuring regulatory adherence, while protecting customers, preventing financial crime, and safeguarding platform integrity.

You will shape cross-functional initiatives by providing risk expertise, operational insight, and data-driven recommendations, combining strong regulatory oversight with a customer-centric approach to protection and risk management.

What you will do

Operational Delivery

• Oversee the day-to-day running of KYC, fraud prevention, and intelligence-led investigations and escalations, ensuring efficient, compliant, and effective service delivery
• Ensure operational controls, service standards, and performance targets are consistently achieved across all protection functions
• Lead the management of high-risk customer cases, fraud investigations, and complex escalations, ensuring timely and consistent outcomes

Compliance, Risk Management and Player Protection

• Ensure operational adherence to KYC, fraud, and market-specific regulatory requirements across all jurisdictions
• Maintain readiness for internal and external audits, supporting compliance reviews and regulatory assessments
• Partner with Compliance, Legal, Governance, and Operations teams to maintain effective customer due diligence, fraud prevention, and investigation frameworks, while identifying and managing emerging risks

Continuous Improvement and Innovation

• Provide operational insights and requirements to improve protection processes, systems, and customer journeys
• Define operational requirements and partner with Automation, Product, and Technology teams to enhance efficiency and optimise protection processes
• Monitor performance trends, fraud patterns, and customer risk indicators to identify opportunities for improvement

Team Leadership and Support

• Lead and support managers across customer protection functions, ensuring clear expectations, performance standards, and development plans
• Promote a culture of accountability, collaboration, and continuous improvement
• Support talent development, succession planning, and capability building across the function

Cross-Functional Collaboration

• Represent Customer Protection in cross-functional initiatives involving Compliance, Legal, Product, Payments, CRM, Customer Operations, and regional teams
• Provide risk and operational insight into decisions impacting customer safety, financial crime prevention, regulatory compliance, and platform integrity
• Support the delivery of business initiatives by ensuring protection requirements are practical, scalable, and effectively embedded

Your experience 

• Extensive leadership experience in customer protection, fraud, risk, compliance, or a related function within a regulated environment
• Strong understanding of customer due diligence, fraud prevention, investigations, escalation management, and operational risk controls
• Working knowledge of RG, AML, and regulatory requirements, with the ability to balance compliance obligations and customer outcomes
• Experience leading high-performing teams and driving operational performance in complex environments
• Strong stakeholder management, communication, and analytical skills, with the ability to influence across functions