Customer Outcomes Lead (End-to-End and Risk-Based Cohorts)

Location: Haywards Heath

Salary: £55,000 - £60,000, depending on experience

Department: Customer & Operations

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service.

We’re on the lookout for a Customer Outcomes Lead (End-to-end and Risk-based Cohorts) to help shape how we deliver quality assurance across our internal teams and outsourced partners. If you’re passionate about making sure customers get fair, positive experiences and you know your way around journey testing and risk-based cohort reviews this could be your next move.

In this role, you’ll be at the heart of making sure our testing is spot-on, representative, and aligned with Consumer Duty and FCA expectations. You’ll coordinate and monitor sample-based and competency-based testing to keep our standards high and our outcomes consistent.

You’ll also play a big part in coaching, performance oversight, and turning insights into action. It’s all about driving continuous improvement and making sure our customer-facing teams are always learning and evolving.

You’ll be great in this role if you can:

• Oversee first-line assurance for internal teams and outsourced partners, ensuring alignment with regulatory and company standards for end-to-end and risk-based cohort testing.
• Maintain and improve the supplier QA framework, ensuring it supports Consumer Duty and fits within the broader risk framework.
• Lead regular reviews of customer interactions across all channels to ensure compliance, clarity, and fair value.

Here’s a glimpse of what we can offer:

• Starting salary from £55,000 - £60,000, depending on experience
• Monday to Friday, no weekends!
• 25 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you!
• Fully supportive team throughout

What’s involved:

• You’ll oversee the completion of customer outcomes and QA testing for end-to-end journeys and risk-based cohorts, in line with agreed plans.
• You’ll support Testers to ensure the timely, accurate execution of testing across relevant customer interaction channels.
• You’ll carry out customer outcomes and QA sampling and assessment where required.
• You’ll work closely with frontline managers and operational leads to share findings and trends from the end-to-end and risk-based cohort testing, ensuring timely feedback and coaching is delivered.
• You’ll track completion of remedial actions and escalate risks or delays where necessary.
• You’ll support the continuous refinement of testing standards, scorecards, and calibration processes.
• You’ll provide day-to-day support, direction, and coaching to team members, fostering high levels of engagement and development.
• You’ll facilitate team huddles, QA forums, calibration sessions and learning reviews to embed best practice.
• You’ll monitor and report on team KPIs, driving improvements in testing accuracy, turnaround times and insight quality.
• You’ll act as a key liaison between the QA team and frontline operational teams, ensuring open communication and shared understanding of customer outcome expectations, particularly as it relates to supporting and delivering projects.
• You’ll work with the Head of Customer Outcome and Senior Customer Outcomes Manager (End-to-end and Risk-based Cohorts) to lead on individual project work streams and deliver the Target State for the Customer Outcomes Framework and Team.
• You’ll work with Training, Operational Excellence, and Complaints teams to help target root causes and avoidable failure.
• You’ll support testing and reporting requirements for internal compliance checks and customer outcome reviews.
• You’ll ensure QA activity remains aligned with the principles of Consumer Duty (including Fair Value, Customer Understanding, and Support).
• You’ll highlight and escalate emerging risks, customer harm, or potential breaches in line with governance protocols.
• You’ll contribute to the ongoing evolution of Speech Analytics, Auto-QA, and Real-Time QA tools by flagging issues, suggesting enhancements, and helping to validate output.
• You’ll support pilots, change requests, and new initiatives that enhance quality or customer experience, providing feedback from the front line.
• You’ll ensure all QA activity complies with Group standards, regulatory expectations, and internal controls.
• You’ll maintain accurate and auditable records for all QA and remedial action processes.
• You’ll role model the company’s values and foster a culture where good customer outcomes are the norm.
• You’ll champion a learning and improvement mindset, encouraging colleagues to grow and develop.

Experience & Knowledge:

• You’ve previous experience in a QA, assurance, or customer operations environment, ideally within financial services or regulated industry.
• You’ve a strong understanding of what constitutes a good customer outcome.
• You’re familiar with Consumer Duty, FCA conduct standards, and operational quality frameworks.
• You’ve a proven ability to lead and motivate teams or working groups.
• You’ve experience with QA platforms, speech analytics tools, and CRM/contact centre systems is advantageous.
• You’ve a strong service ethos and experience of driving performance through focusing on and promoting continual improvement.
• You’ve proven experience at managing diverse workloads and prioritising accordingly.
• You’ve experience of Customer Outcomes and Quality Assurance measurements and reporting, and provision of clear insights into root cause and competency evaluation.
• You’ve experience of performing quality assessment, policy and/or standard adherence within a financial services environment.
• You can collate and translate complex data, including customer complaint feedback, complaints MI and Quality Monitoring information, across several system platforms.
• You’ve experience in people management and leadership, ability to motivate and manage colleagues to perform at their best.
• You’ve worked in a customer outcomes/quality assurance environment including risk and controls principles, focusing on customer outcomes.
• You’ve knowledge of problem solving and continuous improvement principles.
• You’ve awareness of external regulatory environment in relation to complaints handling and monitoring.
• You’ve strong knowledge of the company’s systems, products and processes.
• You’ve sound knowledge of insurance policy and claims principles.
• You’ve comprehensive understanding of regulatory requirements and company policies.
• You’ve a good understanding of the business objectives.

Skills:

• You’re a great communicator, both verbal and written, adaptable for varying audiences.
• You can build and nurture effective multi-level relationships.
• Organisation, timekeeping and structure are second nature to you. We are agile! You’ve the ability to work to tight deadlines and to prioritise many conflicting and frequently changing priorities.
• You’re confident in presenting, able to engage and communicate effectively with different audiences.
• You’ve strong people management, leadership skills and the ability to create the conditions for colleagues to grow and develop and to motivate colleagues in a high pressured environment.
• You’ve got the skills to influence and negotiate.
• You’ve got strong analytical and problem-solving skills with the ability to adopt a logical approach to resolving problems.
• You’ve got strong numeracy and data analysis skills. We love data!
• You’re technically competent in your area of expertise, bringing the know-how needed to get the job done.
• Teamwork makes the dream work! You’ve the ability to work on your own initiative and as part of a team and have rigorous attention.
• You’ve got solid technical ability when it comes to claims and non-claims processes and policies, ensuring everything runs smoothly.
• You’ve got attention to detail, structured working style, and comfort working with data and root cause insights.

Behaviours:

• You’re commercially focused.
• You’re customer focused and passionate about achieving the right customer outcomes. After all, people are at the heart of everything we do!
• You’re confident in your current ability and demonstrate a real passion for new ways of learning.
• You demonstrate, embrace, embed and promote the Company Values.
• You’re target driven and results focused with a drive to succeed.
• You’re self-motivated, forward-thinking with an organised and pro-active approach with the ability to meet changing demands.
• You can foster an inclusive and innovative team environment.
• You’re ambitious and results orientated with a ‘can do’ attitude.
• You’re organised and have a pro-active approach with the ability to meet changing demands.
• You take initiative to make decisions.
• You’ve a flexible approach to work and adopt a positive attitude.
• You strive to deliver performance targets and drive business improvements to contribute to the success of the business.

So, what are you waiting for? Apply today!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive.

To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

86% of people would recommend a friend to work at First Central.

• Simply Health Cash plan. Reclaim the cost of your eye tests, dental appointments, physiotherapy and more.
• Flexible Bank Holidays. Eight flexible bank holidays; you can choose which festivals you observe.
• We’re passionate about it. Everyone gets a paid day off annually to volunteer.
• Electric Car Scheme. Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing.
• Flexible Working. We’re flexible; most roles let you mix office and home working. We work fluidly around core hours.
• Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you.