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- Tasks: Lead customer outcomes and ensure compliance with Consumer Duty across the business.
- Company: Join a fast-growing, successful insurer based in Essex with a hybrid work model.
- Benefits: Enjoy flexible working options and a dynamic work environment.
- Why this job: Make a real impact on customer experiences while working with diverse stakeholders.
- Qualifications: 5+ years in regulated customer roles; familiarity with Consumer Duty and FCA engagement preferred.
- Other info: This is a newly-created, high-profile position with opportunities for growth.
The predicted salary is between 48000 - 72000 £ per year.
A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager. The company works on a hybrid basis and it's anticipated you will spend one or two days a week in the office. This is a high-profile, newly-created position within the organisation that will see you lead on, and champion, first line responsibility for ensuring good customer outcomes.
Key Responsibilities:
- Lead First Line responsibility for Consumer duty and ensure compliance across the business.
- Ensure compliance with the Consumer Duty outcomes and FCA cross cutting rules.
- Production of monthly Customer Outcome monitoring.
- Customer Committee: Ensure all papers are submitted to a high quality and on time.
- Review and issue minutes.
- Action tracking.
- Challenge where appropriate.
- Drive tangible improvements for the customer by:
- Developing positive relationships with outsource partners, working with them to ensure good customer outcomes.
- Developing appropriate Board level customer reporting which ensures that Board focuses on consumer outcomes.
- Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value.
- Work with Pricing teams to gather and analyse GIPP (general insurance pricing practices) data and drive changes as necessary.
- Ensuring oversight of key customer communications, identify continuous improvement.
- Identify themes and trends from customer complaints and provide recommendations for improvements in underwriting, pricing and claims.
You will need at least 5 years experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements. Experience of prior engagement with FCA and PRA would be beneficial, with an excellent understanding of risks faced within a delegated environment.
Contact Detail:
HFG Insurance Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Outcomes Manager
✨Tip Number 1
Familiarise yourself with the latest Consumer Duty regulations and FCA guidelines. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to ensuring compliance and good customer outcomes.
✨Tip Number 2
Network with professionals in the insurance industry, especially those who have experience in customer outcomes or regulatory roles. Engaging with them can provide insights into the role and may even lead to referrals within the company.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven improvements in customer outcomes in your previous roles. Highlighting tangible results will showcase your ability to make a positive impact in this new position.
✨Tip Number 4
Research the company’s current customer outcomes and any recent initiatives they’ve undertaken. Being knowledgeable about their operations will allow you to tailor your discussions and show that you're genuinely interested in contributing to their success.
We think you need these skills to ace Senior Customer Outcomes Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer outcomes and compliance within regulated entities. Emphasise your familiarity with Consumer Duty requirements and any direct engagement with the FCA or PRA.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about ensuring good customer outcomes. Use specific examples from your past roles to demonstrate your ability to drive improvements and develop relationships with stakeholders.
Highlight Key Achievements: When detailing your work experience, focus on key achievements that relate to customer outcomes. Mention any successful projects where you improved customer satisfaction or compliance, and quantify these results where possible.
Showcase Your Analytical Skills: Since the role involves analysing data and identifying trends, make sure to mention any relevant analytical skills or tools you have used in previous positions. This could include experience with GIPP data analysis or customer complaint tracking.
How to prepare for a job interview at HFG Insurance Recruitment
✨Understand Consumer Duty
Make sure you have a solid grasp of the Consumer Duty requirements and how they apply to the role. Be prepared to discuss your experience in ensuring compliance and how you've driven customer outcomes in previous positions.
✨Showcase Your Leadership Skills
As this is a high-profile position, demonstrate your leadership capabilities. Share examples of how you've led teams or initiatives that resulted in tangible improvements for customers, especially in regulated environments.
✨Prepare for Stakeholder Engagement
Think about your experience working with various stakeholders, including pricing teams and outsource partners. Be ready to discuss how you've developed relationships that have positively impacted customer outcomes and product governance.
✨Highlight Analytical Skills
Since the role involves analysing data and identifying trends from customer complaints, be prepared to talk about your analytical skills. Provide examples of how you've used data to drive changes in underwriting, pricing, or claims processes.
