At a Glance
- Tasks: Lead the evolution of customer outcomes frameworks and ensure compliance with FCA regulations.
- Company: Join a leading UK mutual financial services organisation committed to delivering excellent customer outcomes.
- Benefits: Competitive salary, professional development opportunities, and a chance to make a real impact.
- Other info: Dynamic environment with opportunities for career growth and influence at senior levels.
- Why this job: Shape the future of customer outcomes in a high-profile role that influences key decisions.
- Qualifications: Strong understanding of Consumer Duty and experience in regulated financial services.
The predicted salary is between 60000 - 75000 £ per year.
Eden Scott is working in partnership with a leading UK mutual financial services organisation to recruit a Senior Manager – Consumer Duty & Customer Outcomes into a high‑profile, Group‑wide role. This position sits within the Outcomes Monitoring team, which plays a critical role in ensuring the organisation consistently delivers good customer outcomes, in line with the FCA’s Consumer Duty requirements.
As a Senior Manager, you will be the delegated authority across the UK business for outcomes monitoring methodology, frameworks and metrics. You will set the standards that underpin how customer outcomes are assessed, governed and assured, giving senior leaders confidence in the regulatory robustness, consistency and quality of outcomes monitoring insight and reporting.
You will lead the evolution and assurance of the Customer Outcomes Framework, approve material judgements and tolerances, and act as a senior subject matter expert on regulatory interpretation. Through your work, you will directly enable informed decision‑making, effective governance oversight and the delivery of good customer outcomes.
Key Responsibilities- Own, set and evolve the Customer Outcomes Framework, ensuring alignment with Consumer Duty, FCA expectations and internal policy.
- Act as the senior authority on outcomes monitoring methodology, setting standards, tolerances and material judgements.
- Own and govern outcome statements, ensuring consistent definition and application across products and propositions.
- Approve material changes to outcomes monitoring methodology, including regulatory‑driven change.
- Own the Outcomes Monitoring Quality Assurance Framework, providing first‑line regulatory assurance.
- Approve key judgements and escalate material risks or potential customer harm where identified.
- Present outcomes monitoring insights, positions and risks to senior governance forums and committees.
- Strong, demonstrable understanding of Consumer Duty and FCA expectations of good and poor practice in outcomes monitoring.
- Proven experience designing, governing or assuring methodologies, frameworks or metrics within a regulated financial services environment.
- Deep understanding of customer outcomes risk, governance and assurance.
- Confident operating at senior level with the ability to challenge, influence and advise key stakeholders.
- Strong customer focus with a clear commitment to doing the right thing and delivering good outcomes.
- Experience supporting audit, compliance or assurance activity, with a clear and defensible regulatory rationale.
- Excellent written and verbal communication skills, able to articulate complex concepts clearly and credibly.
Senior Manager – Consumer Duty & Customer Outcomes in Livingston employer: Eden Scott
Eden Scott is an exceptional employer, offering a dynamic work environment within a leading UK mutual financial services organisation that prioritises customer outcomes and regulatory compliance. Employees benefit from a strong commitment to professional development, a collaborative culture that values integrity and excellence, and the opportunity to make a meaningful impact on customer experiences across the organisation. With a focus on employee growth and a supportive atmosphere, this role provides a unique chance to shape the future of consumer duty in financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager – Consumer Duty & Customer Outcomes in Livingston
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Senior Manager role. You never know who might have the inside scoop on opportunities that aren't advertised yet.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of Consumer Duty and FCA expectations. Be ready to discuss how you've applied these in past roles, as this will show you're not just familiar with the concepts but can also implement them effectively.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Check out our website for the latest job openings. We often have roles that align perfectly with your skills and experience, so don’t miss out on applying directly through us!
We think you need these skills to ace Senior Manager – Consumer Duty & Customer Outcomes in Livingston
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Manager role. Highlight your experience with Consumer Duty and outcomes monitoring, as this will show us you understand what we're looking for.
Showcase Your Expertise:In your cover letter, don’t hold back on showcasing your expertise in regulatory frameworks and methodologies. We want to see how you can bring your knowledge to our team!
Be Clear and Concise:When writing your application, keep it clear and concise. Use straightforward language to articulate your experience and skills, as we appreciate clarity in communication.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Eden Scott
✨Know Your Consumer Duty Inside Out
Make sure you have a solid grasp of the FCA’s Consumer Duty requirements. Brush up on the latest regulations and be ready to discuss how they impact customer outcomes. This will show that you’re not just familiar with the theory but can apply it practically.
✨Demonstrate Your Methodology Expertise
Prepare to talk about your experience in designing and governing methodologies within a regulated environment. Have specific examples ready that highlight your ability to set standards and ensure compliance, as this is crucial for the role.
✨Showcase Your Stakeholder Management Skills
Think about times when you've had to influence or challenge senior stakeholders. Be ready to share these experiences, as demonstrating your ability to communicate complex concepts clearly will be key in this position.
✨Prepare Insightful Questions
Have a few thoughtful questions prepared about the organisation's current challenges in customer outcomes. This shows your genuine interest in the role and helps you assess if the company aligns with your values regarding customer focus and regulatory compliance.
