Consumer Duty Regulatory Change Project

A Multinational Luxury Automotive Org.


Alba Partners was engaged to mobilise a project supporting the client to achieve.


Consumer Duty compliance by the regulation deadline with 2 key objectives:


  • Management Information – creating a Consumer Duty dashboard which conveys compliance to the regulation


  • Consumer Duty Sub-Projects – 5 sub-projects were launched to improve focused aspects

Alba Partners Solution

  • Reviewed and analysed all products and services against the Consumer Duty guidance.

  • Analysed all customer-facing processes to identify pain points, populate a gap analysis and agree prioritised remediation.

  • Created a centralised dashboard for companywide reporting.

  • Mobilised five sub projects to remediate agreed compliance gaps.

  • Identified 72 KPIs required for compliance.
  • Leveraged agile methodology to create a Consumer Duty KPI Dashboard, enabling ongoing identification, monitoring and remediation of poor consumer outcomes.


Facilitated Consumer Duty compliance by the deadline by:


  • Accelerating the remediation of the sub-workstream gaps.


  • Providing holistic visibility for the client into any key poor customer outcomes via the Consumer Duty KPI Dashboard.


  • Improved processes to better align with the Consumer Duty Guidelines.

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