Head of Customer Protection
The Head of Customer Protection leads the teams responsible for KYC, fraud prevention, and intelligence-led investigations and escalations. The focus is 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. The role 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Extensive leadership experience in customer protection, fraud, risk, compliance, or a related function within a regulated environment (required).
- Strong understanding of customer due diligence, fraud prevention, investigations, escalation management, and operational risk controls (required).
- Working knowledge of RG, AML, and regulatory requirements, with the ability to balance compliance obligations and customer outcomes (required).
- Experience leading high-performing teams and driving operational performance in complex environments (required).
- Strong stakeholder management, communication, and analytical skills, with the ability to influence across functions (required).
- Well-being allowance
- Learning and development opportunities
- Inclusion networks
- Charity days
- Long service awards
- Social events and activites
- Private medical insurance
- Life assurance and income protection
- Employee Assistance Programme
- Pension
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.