Vulnerable Customer Manager at Affirm — owning the UK FCA Consumer Duty vulnerability program end-to-end

This is a regulated-operations role, not a general Data Analyst role: Affirm needs someone to own the Vulnerable Customers program for its UK BNPL business, translating FCA Consumer Duty (PS22/9), FG21/1, and CONC into agent-facing policy, scripts, and reporting. The interview probes regulatory fluency, program ownership, and cross-functional execution with Compliance, Legal, and Data.

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What this interview tests

FCA Consumer Duty (PS22/9), FG21/1, and CONC — translating regulation into operational policy
Vulnerable Customer identification, flagging taxonomy, and severity classification
Distinguishing Vulnerable Customer vs Hardship/Breathing Space treatment and exit criteria
Agent scripts, decisioning guides, and escalation pathway design for sensitive interactions
KPI/KRI definition and board-level reporting; governance, risk, and audit readiness
Cross-functional execution with Operations, Compliance, Legal, and Data/Product/Engineering