Customer Outcomes Manager (Insurance – FCAPRA, Consumer Duty)

This is an exciting opportunity for an engagement with one of our leading Motor Insurance clients through a key consumer duty and customer outcomes initiative working remotely through Deloitte on a 3 month contract starting in January 2026.

We are seeking junior and senior level experienced Customer Outcomes Managers to support one of our major motor insurance clients in strengthening their Consumer Duty framework and improving customer experience across the organisation. This role sits within the first line of defence and plays a key part in ensuring customer outcomes are monitored, evidenced and continuously improved across multiple business areas.

To be successful you must have current experience within the UK insurance sector and hands-on involvement in Customer Outcomes / Consumer Duty / Conduct Risk roles within a regulated entity.

• Drive compliance with Consumer Duty requirements overseeing customer outcome monitoring and supporting business leaders with insight governance and actionable recommendations.
• Work closely with internal functions and outsourced partners to gather customer metrics, challenge where required and help shape methodologies that ensure fair value and good outcomes for all customers.
• Support committee governance, reporting, stakeholder engagement and provide constructive challenge across the business relating to customer impact.
• Support First Line responsibility for Consumer Duty and ensure compliance across the business.
• Manage compliance with the Consumer Duty outcomes and FCA cross-cutting rules.
• Production of monthly Customer Outcome monitoring: liaise with the client’s functions to gather the required data.
• Review performance in line with thresholds and highlight actions where metrics are outside appetite; drive root cause analysis and propose actions.
• Support the Customer Committee by building content for the Committee and supporting the Chair in minute taking and action tracking.
• Ensure all papers are submitted to a high quality and on time; review and issue minutes; action tracking; ensure that all responsibilities in the TOR are adhered to.
• Drive tangible improvements for the customer by developing positive relationships with outsource partners and ensuring good customer outcomes.
• Support appropriate Board level customer reporting which ensures that Board focuses on consumer outcomes.
• Monitor the performance of customers with vulnerable or potentially vulnerable characteristics; collect evidence of how we ensure good outcomes and demonstrate this.
• Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value.
• Ensure any risk events that impact customer are reported and action plans developed; embed learnings.
• Support oversight of key customer communications and identify continuous improvement.
• Identify themes and trends from customer monitoring and provide recommendations for improvements in underwriting, pricing, claims, etc.
• Oversight of Markerstudy Group with respect to customer-related activity carried out on our behalf; raise issues to Leadership as needed.
• Support completion of monthly governance reports assessing supplier compliance with Binding Authority Agreements with respect to customer.
• Assessment of new customer-focused propositions and feedback; oversight of Distribution Governance, Broker Audits and assessments of fair value to customer from commission and fees.
• Foster a customer-centric culture in the business and facilitate training where necessary so colleagues understand their part to play.
• Attend and contribute to forums as required; support the CUO and Head of Pricing Performance & Customer by supporting and managing customer-related initiatives.
• Ensure that Consumer Duty requirements are met and keep up to date with regulatory developments; support Board papers, Exco papers, Risk Committee, Underwriting Pricing and Product committee and ORSA reports as required.

• Minimum 2 years experience in a regulated entity in customer roles and familiarity with Consumer Duty requirements. Insurance experience is required.
• Experience of prior engagement with FCA and PRA.
• Excellent understanding of risks within a delegated environment.
• A good understanding of Consumer Duty.
• Customer-focused thinking.
• Knowledge of regulatory and compliance legislation governing insurance conduct.
• Strong relationship-building skills.
• Good verbal and written communication.
• Understanding of the three lines of defence model.

• University Degree or other relevant professional risk-based qualification.

If you have strong Consumer Duty / Conduct Risk experience within Insurance and enjoy shaping customer outcomes frameworks, we’d love to hear from you.