Communication Outcomes Manager in Bristol

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About the role

Hargreaves Lansdown (HL) is recruiting a Communication Outcomes Manager to help ensure every client communication is clear, compliant, and designed to deliver good outcomes. You’ll play a key role in meeting FCA Consumer Duty expectations by building and running robust processes to monitor and test communications across our regulated products and services, ensuring alignment with PRIN 2A obligations.

Working in a tech-enabled environment, you’ll also help the function scale by testing and embedding new capabilities—particularly across marketing tools and processes. You’ll take ownership for defined elements of our marketing technology, improving efficiency while raising the quality and effectiveness of our client communications.

In short, you’ll help us deliver the core aims of Consumer Duty by continually improving how we plan, govern, and measure communications—so we can engage clients with confidence and keep raising the bar on outcomes.

What you’ll be doing

• Consumer Duty and Financial Promotions Compliance
  • Supporting the department to define and document intended client outcomes for all communications in line with Consumer Duty.
  • Implementing effective monitoring mechanisms to assess whether communications deliver good outcomes.
  • Reviewing client facing content in a multi-discipline and cross-business environment to ensure alignment with internal policies and regulatory requirements.
• Communications Monitoring & Testing
  • Developing and maintaining a communications monitoring and testing framework aligned with PRIN 2A.5.10R and PRIN 2A.9.8R.
  • Establishing clear criteria for determining when communications require pre-issue testing and post-issue monitoring.
  • Ensuring processes are documented and roles/responsibilities clearly assigned.
• Data & MI Development
  • Defining and implementing data points for post-communication monitoring.
  • Escalating data gaps to relevant forums and develop plans to enhance MI for monitoring communications.
• Continuous Improvement
  • Investigating and correcting deficiencies identified through monitoring.
  • Reviewing and enhancing procedural documentation to reflect evolving regulatory expectations.
  • Horizon scanning and delivering updates and training on new technologies (including oversight of our Digital Asset Management system), regulation and ways of working.
  • Helping embed good risk management across the department.

About you

• Strong understanding of FCA Consumer Duty, Financial Promotions and PRIN rules.
• Expertise in compliance monitoring, risk management and testing frameworks.
• Analytical skills for data interpretation and MI development.
• Ability to document processes and governance structures clearly.
• Stakeholder engagement and escalation management.
• An understanding of financial markets, investments, the retail investment industry landscape and the needs of a diverse target audience.
• Stays abreast of Martech and regulatory developments.

Interview process

The interview process for this role will be a two-stage interview consisting of technical competency-based questions and an additional assessment.

Working Schedule

The Communication Outcomes Manager role is a Permanent, full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS1 5HL. Hybrid working is available where only 2-3 days a week is required in the office.

Why us?

Here at HL, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

* dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis – please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.