Propositions Manager in London

Key Responsibilities

• Lead end‑to‑end proposition lifecycle (discover, define, deliver, optimise), including post‑implementation reviews, to deliver compelling propositions to our customers.
• Translate our customer strategy into a prioritised roadmap, building business cases and working with stakeholders to secure approval for improvement works.
• Convert proposals into clear requirements and user stories, partnering with the UX/UI Design Lead and developers to design journeys and content that improve the customer experience (with particular emphasis on consumer understanding, accessibility standards and vulnerable customer needs).
• Run structured experiments and consumer testing to ensure proposed changes are robust and all knock‑on effects are understood prior to full deployment.
• Maintain and continuously reprioritise the backlog based on data, customer feedback and external insight to stay ahead of competitors.
• Collaborate with the wider business to share learnings from customer feedback and identify future opportunities to improve customer outcomes.
• Advocate as a customer and market champion, ensuring propositions are innovative, relevant, and competitive in the market.

Knowledge, Skills & Experience

• 3‑5 years’ experience within a dynamic B2C environment with a track record of customer‑centric and data‑led proposition development.
• Experience of identifying, developing, delivering, and launching complex/compelling consumer propositions.
• Skilled in communicating your work, process, and product decisions to cross‑functional stakeholders and influencing senior stakeholders.
• Clear articulation of delivery requirements for proposed solutions to development and operational teams.
• Skilled at building business cases, defining KPIs, and reconciling commercial goals, regulatory obligations and customer experience improvements.
• Comfortable using AI tools and demonstrating where you use AI to improve efficiency and output quality.
• Experience using analytics tools such as Google Analytics and comfortable using data to better understand user behaviour and support decision making.
• Preferable: Previous experience with CX tools, session recording software and experimentation platforms.
• Preferable: Experience working within Financial Services/regulated environments, including knowledge of FCA Consumer Duty regulations.

Benefits

• Learning and Growth: Structured learning, mentoring, buddying, on‑the‑job experience and cross‑functional projects; support for role‑relevant professional qualifications; Lunch and Learn sessions.
• Health and Wellbeing: Private healthcare via BUPA; Employee Assistance Programme covering legal, financial and counselling support; Wellbeing Centre with online tools; wellbeing seminars and workshops; annual flu jabs and an annual eye care voucher.
• Financial Security and Reward: Annual discretionary bonus scheme up to 30% of base pay; life insurance at four times your salary; pension with Aegon; significant discount on Homeprotect home insurance and staff referral bonus.
• Time Off: 25 days' annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.
• Genuine Flexible Working: Flexible working to fit role needs; expectation to visit office at least once a week; homeworking starter kit and additional home office equipment claimable within six months.
• Purpose and Community: Charity partnership with Refuge; regular social, wellbeing and charitable events.

Regulatory Responsibilities

As an FCA regulated insurer, doing the right thing isn’t a compliance requirement – it’s simply how we work. All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers. All involved will work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and information security policies, escalations risks and exceptions promptly, report incidents, breaches, and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments and complete mandatory training to maintain competence. If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.