At a Glance
- Tasks: Lead the development of our Consumer Duty Framework and ensure customer-centric decision-making.
- Company: Fast-growing building society with a proud heritage and bold ambitions.
- Benefits: Competitive salary, flexible working, generous holiday, and comprehensive health insurance.
- Other info: Join a diverse team and enjoy opportunities for career growth and meaningful change.
- Why this job: Make a real impact in a supportive, purpose-driven organisation focused on helping people live better lives.
- Qualifications: Strong understanding of FCA’s Consumer Duty Regulation and excellent communication skills.
The predicted salary is between 45000 - 50000 € per year.
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.
- Coordinating 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.
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.
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.
Customer Outcomes Manager employer: Dudley Building Society
As one of the fastest-growing building societies in the UK, we pride ourselves on our commitment to helping people live better lives. Our supportive and purpose-driven culture fosters employee growth and offers a range of benefits, including flexible working arrangements, generous holiday allowances, and comprehensive health plans. Join us in making a meaningful impact while enjoying a workplace that values diversity and champions personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at the company you're eyeing. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by understanding the FCA’s Consumer Duty Regulation inside out. Be ready to discuss how you can apply this knowledge to improve customer outcomes and drive meaningful change.
✨Tip Number 3
Showcase your communication skills! Practice articulating your thoughts clearly and confidently. Remember, you’ll need to engage with various teams, so being able to convey your ideas effectively is key.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our purpose-driven team.
We think you need these skills to ace Customer Outcomes Manager
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing, make sure you really understand what the Customer Outcomes Manager role is all about. Dive into the job description and highlight key responsibilities and skills. This will help you tailor your application to show how you fit perfectly with what we’re looking for.
Showcase Your Experience:When you’re putting together your application, don’t just list your previous jobs. Instead, focus on specific experiences that relate to the FCA’s Consumer Duty Regulation and customer outcomes. Use examples that demonstrate your expertise and how you’ve made a positive impact in past roles.
Be Clear and Concise:We love a well-structured application! Keep your writing clear and to the point. Avoid jargon unless it’s relevant, and make sure your passion for helping customers shines through. A tidy, easy-to-read application will definitely catch our eye!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details you need about the role and our company culture there. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Dudley Building Society
✨Know Your FCA Consumer Duty Inside Out
Make sure you have a solid understanding of the FCA’s Consumer Duty Regulation. Brush up on how it impacts customer outcomes and be ready to discuss how you can translate these requirements into actionable standards for the Society.
✨Showcase Your Communication Skills
This role involves engaging with various teams across the business, so practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated complex ideas in the past, especially in a way that resonates with different stakeholders.
✨Demonstrate Your Analytical Mindset
Be prepared to discuss how you’ve used data to drive decisions in previous roles. Think about specific instances where you’ve collected and interpreted customer feedback or insights to improve outcomes, and be ready to share those stories.
✨Emphasise Your Proactive Approach
The Society values those who challenge the status quo. Come equipped with examples of how you’ve identified risks or opportunities in customer journeys and taken initiative to address them. Show that you’re not just reactive but also forward-thinking.
