Product Conduct & Control Manager

Closing Date: Monday 20th July 2026

Location(s): Bristol or London

Flexible Working
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

About the role

BT Consumer Financial Services is building a brand-new first-line Conduct & Control function to support a growing portfolio of regulated lending, insurance and embedded finance products.

We're hiring for three Product Conduct & Control Managers and are looking for individuals with experience across conduct risk, governance, controls and customer outcomes. Rather than recruiting for narrowly defined positions, we're building a team with complementary skills and will align successful candidates to the areas where they can have the greatest impact.

Depending on your experience, you'll focus on one or more of the following areas:

Product Outcomes & Governance

• Leading conduct risk management across live Financial Services products.
• Delivering Fair Value Assessments, product reviews and vulnerability assessments.
• Monitoring customer outcomes and identifying emerging risks.
• Using MI and insight to drive effective governance and decision-making.

Product Change & Governance Standards

• Assessing material and strategic product changes before they reach customers.
• Embedding Consumer Duty and fair value considerations into change delivery.
• Defining governance standards and frameworks across the product portfolio.
• Supporting post-launch monitoring and outcome assessment.

Risk, Control & Partner Oversight

• Building and maintaining first-line risk and control frameworks.
• Leading control testing and evidencing control effectiveness.
• Strengthening governance, risk and compliance capabilities across Financial Services.
• Managing third-party and supplier oversight to ensure appropriate customer outcome and conduct standards are maintained.

What you’ll be doing

Depending on where you are placed, your responsibilities will span some or all of the following:

• You will own and maintain conduct risk frameworks across the FS product lifecycle — including product reviews, Fair Value Assessments, and material change assessments
• You will assess material and strategic product changes from a Consumer Duty and fair value perspective before they reach customers, and own the standards by which all changes across the portfolio are assessed
• You will run proactive vulnerability assessments, identifying where products or customer journeys carry elevated conduct risk ahead of any trigger event
• You will build and maintain the portfolio conduct MI framework — outcome tolerances, early warning indicators, and reporting that tells us whether products are working for customers
• You will own and maintain the first-line Risk and Control Self-Assessment — designing, running, and evidencing control testing across the FS portfolio
• You will provide end-to-end visibility of controls across all teams whose activity touches a regulated product or customer outcome
• You will lead partner conduct reviews across our material third-party partners, holding them to the same standards we hold ourselves
• You will maintain the FS governance framework — terms of reference, decision logs, and escalation records
• You will identify and escalate trends across complaints, vulnerability data, credit performance, and control testing
• You will support regulatory readiness, including preparation for FCA engagement and audit responses

Essential Skills / Experience

• Atleast 3 years experience working in a first line Conduct, Risk or Control based role within a regulated UK Financial Services environment.
• Hands-on experience applying Consumer Duty principles and supporting good customer outcomes.
• Experience in at least one of the following areas: Product Lifecycle Governance, Fair Value Assessments, Product Change Governance, Risk & Control Frameworks, Control Testing or Third-Party Oversight.

Desirable Skills / Experience

• Experience within lending, insurance, payments, embedded finance or another regulated consumer sector.
• Experience conducting vulnerability assessments, customer outcome monitoring and interpreting conduct-related MI.
• Experience assessing and governing material product, customer journey or regulatory change.
• Experience designing, maintaining or testing risk and control frameworks, including RCSA or GRC methodologies.
• Experience managing third-party suppliers, partners or outsourced service providers within a regulated environment.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus

• Access to an online private GP 24/7 for you and your immediate family

• Market-leading paid carers leave with up to 2 weeks off

• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay

• Discounted EE and BT products, including mobile and broadband

• Market leading Pension scheme – 5% from you and 10% from us

• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.