Job description
Updraft. Helping you make changes that pay off. Updraft is an award winning, FCA-authorised, high-growth fintech based in London. Our vision is to revolutionise the way people spend and think about money, by automating the day to day decisions involved in managing money and mainstream borrowings like credit cards, overdrafts and other loans.
- A 360 degree spending view across all your financial accounts (using Open banking)
- A free credit report with tips and guidance to help improve your credit score
- Native AI led personalised financial planning to help users manage money, pay off their debts and improve their credit scores
- Intelligent lending products to help reduce cost of credit
We have built scale and are getting well recognised in the UK fintech ecosystem.
- 800k+ users of the mobile app that has helped users swap c £500 m of costly credit-card debt for smarter credit, putting hundreds of thousands on a path to better financial health
- The product is highly rated by our customers. We are rated 4.8 on Trustpilot, 4.8 on the Play Store, and 4.4 on the iOS Store
- We are selected for Technation Future Fifty 2025 - a program that recognizes and supports successful and innovative scaleups to IPOs - 30% of UK unicorns have come out of this program.
- Updraft once again featured on the Sifted 100 UK startups - among only 25 companies to have made the list over both years 2024 and 2025
We are looking for exceptional talent to join us on our next stage of growth with a compelling proposition - purpose you can feel, impact you can measure, and ownership you’ll actually hold. Expect a hybrid, London-hub culture where cross-functional squads tackle real-world problems with cutting-edge tech; generous learning budgets and wellness benefits; and the freedom to experiment, ship, and see your work reflected in customers’ financial freedom. At Updraft, you’ll help build a fairer credit system.
The Role
The role will lead Updraft’s strategic focus on ensuring Operations delivers for customers whilst remaining compliant with regulations. The role will be responsible for complaints and quality assurance whilst also being the main point of contact for Compliance with regards to regulatory changes or requests.
We’re looking for someone who can take ownership of these areas and drive significant process improvement through automation and AI development. The successful candidate will be able to set the overall strategy and identify relevant automation use cases through appropriate leadership and collaboration whilst being hands-on and having enough technical knowledge to work with Engineering to deliver on the changes.
The position is ideal for someone with experience in complaints and quality assurance within consumer lending, particularly within fast-paced, technology-driven financial services environments.
You will be reporting to the COO.
Key Responsibilities
- Complaints: Own Updraft’s complaints strategy. Able to respond to individual customer complaints whilst also progressing with automation of relevant use cases
- Quality Assurance: Define and execute Updraft’s quality assurance framework, prioritising automated approaches to maximise the breadth of testing
- Root Cause Analysis: Identify themes within complaints or quality assurance outcomes. Progress with changes to minimise customer impact
- 2nd Line Engagement: Provide relevant MI to Updraft’s 2nd Line Compliance team to demonstrate the effectiveness of controls within Operations
- Strategic Leadership: Define and execute the overall Risk & Control Strategy to maximise both performance and efficiency
- Process Optimisation: Lead on automation and AI development, identifying use cases, building solutions and continually improving through testing
- New Product Development: Engage in new product discussions, providing the voice of the customer to ensure good customer outcomes
- Team Management: Lead, mentor, and grow a team, fostering a culture of accuracy, efficiency, and customer-centric decision-making
- Collaboration and Stakeholder Management: Work closely with Data Science, Engineering, Compliance, and customer facing teams to ensure decisions support both customer outcomes and regulatory standards
The perfect addition to our team will have:
Experience: Strong background in complaints and quality assurance within Consumer Lending
Start-Up Culture: Familiarity with start-up culture and comfort with fast-paced, evolving environments
AI & Automation: Proven track record of improving efficiency through use of AI and automation
Leadership: Proven experience in leading teams and managing cross-functional initiatives
Communication: Strong interpersonal skills to collaborate with stakeholders and provide updates to the leadership team effectively
Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
Flexible hybrid working
Pension and Medical plan
Opportunities for career growth within a high-growth fintech
