Customer Outcomes Manager in Brierley Hill

As one of the fastest-growing building societies in the UK - with a proud heritage and bold ambitions for the future - it’s easy to see why we stand out. Everything we do is driven by our desire to Help People Live Better Lives: supporting our members, strengthening our communities, and acting with integrity at every step.

To support our growth, we’re looking for someone to join our Product and Marketing team to help us mature and lead the development of our Consumer Duty Framework, ensuring fair value, good outcomes and customer-centric decision-making across the Society. This role will provide expert guidance to our internal teams to ensure compliance is embedded throughout the customer lifecycle.

This is a role with variety, visibility and impact - giving you the chance to influence how we do business in a supportive, purpose-driven organisation.

Main responsibilities include:

• Interpreting the FCA Consumer Duty requirements and translating them into practical, actionable standards for Society.
• Overseeing outcome testing, conduct risk assessments and ensuring timely remediation where risks to customer outcomes are identified.
• Providing expert guidance to product, marketing, branch, operations and distribution teams to ensure compliance is embedded throughout the customer lifecycle.
• Preparing clear reporting, dashboards and the Consumer Duty Board Report for leadership, demonstrating compliance, key risks, and customer outcome trends.
• Overseeing the collection, analysis and interpretation of customer data, feedback, research and behavioural insight via a customer outcomes focused insight framework.
• Developing and maintaining a holistic understanding of customer needs, motivations and vulnerabilities across our membership base.
• Using insight to proactively identify emerging customer risks, shifting expectations, or underserved groups and present these insights to senior leadership to shape strategy and prioritisation.
• Mapping, monitoring and regularly reviewing customer journeys across all channels to identify friction, unmet needs and opportunities to improve customer outcomes.
• Leading root-cause analysis of complaints and operational issues, to drive journey improvements.
• Co-ordinating product reviews across the business, assessing and evidencing fair value across the full product suite.
• Identifying inefficient internal processes that impact consistency or quality of customer outcomes.
• Acting as the 'voice of the customer' in key forums and decision-making processes, continually looking for ways to obtain more regular and consistent feedback from the customer.
• Supporting regulatory submissions, thematic reviews and supervisory interactions related to Consumer Duty or customer outcomes.

What we’re looking for:

• Strong proven understanding of the FCA's Consumer Duty Regulation.
• Excellent communication skills with experience of engaging across all levels of the business.
• Strong organisation and planning skills; you’ll need to love spinning lots of plates.
• The ability to see the bigger picture and take a proactive approach in supporting teams.
• Not afraid to challenge the status quo - we have an unwavering belief in pushing the boundaries at the Dudley.

Why join us?

This is a brilliant opportunity for someone who’s ready to take a step forward in their career within financial services. You’ll join a supportive team, get exposure to different parts of the business, and play a part in driving meaningful change. If you’re ambitious, values-driven, and excited to grow - we’d love to hear from you.

What you’ll get in return:

• Salary of between £45,000 - £50,000 per annum (depending on skills and experience).
• Intelligent working - split your time between home and our Brierley Hill office.
• 30 days’ holiday + bank holidays + 'Moments that Matter' days (birthdays, weddings, getting your house keys, welcoming a grandchild - the moments that count).
• Up to 8% pension contribution.
• Life assurance at 4 salary.
• Full Private Medical Insurance for you and your family.
• A healthcare plan for everyday essentials like dental and optical.
• Access to our Salary Sacrifice schemes: Cycle to Work and Electric Car schemes.

Diversity, Equality and Inclusion

We’re building a culture where everyone feels respected, supported and valued. Diversity isn’t a tick-box for us - it’s a strength we actively champion. Whoever you are, and whatever makes you you, you’ll be welcomed here and encouraged to thrive.

And there’s more. We’re a Certified B Corp and officially a Great Place to Work in the UK - and for good reason. Head over to our careers page to discover what life is like at The Dudley: who we are, what drives us, and why joining us could be the best move you make next.