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- Tasks: Lead initiatives to enhance customer outcomes and ensure regulatory compliance.
- Company: Join Legal & General, a top UK financial services group with a rich history since 1836.
- Benefits: Enjoy flexible working, generous holidays, healthcare plans, and performance bonuses.
- Why this job: Make a real impact on customers' lives while thriving in an inclusive, collaborative culture.
- Qualifications: Experience in Financial Services Regulation and strong communication skills are essential.
- Other info: We support diverse backgrounds and offer flexible working arrangements.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Company Description
Legal & General (L&G) is a leading UK financial services group and major global investor.
We\’ve been safeguarding people\’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.
We are one of the world\’s largest asset managers and provide powerful asset origination capabilities. These underpin our retirement and protection solutions: we are an international player in pension risk transfer, UK and US life insurance, and UK workplace pensions and retirement income.
Our Group Functions provide essential services that support all areas of the business. We seek talented, diverse teams behind the scenes to enable everyone at L&G to excel.
Joining us means helping improve our customers\’ lives and contributing to our business success every day.
Job Description
We are recruiting a Group Customer Outcomes Manager. We offer a competitive base salary.
At L&G, we are committed to delivering good outcomes for our customers and embedding Consumer Duty across all activities. We seek a Group Customer Outcomes Manager to help shape and uphold a customer-first culture, ensuring regulatory compliance and meaningful change.
Responsibilities include:
- Supporting the Group Head of Customer Outcomes in embedding Consumer Duty
- Delivering and maintaining the Consumer Duty culture plan in collaboration with HR and business units
- Creating and presenting Customer Outcomes Monitoring MI reports for senior governance forums
- Producing the Group Board Annual Consumer Duty Report with business units and Conduct Risk
- Acting as a Vulnerable Customer champion, ensuring fair treatment and support tools
- Providing expertise on Consumer Duty queries across the Group
- Collaborating with Group and Divisional Conduct Risk teams to align with FCA guidance
- Coordinating the Customer Outcomes Forum, including agenda setting, minute-taking, and deep dive analysis
Qualifications
Ideal candidates will have:
- Expertise in Financial Services Regulation and Consumer Duty
- Experience in Financial Services, preferably in large, complex organizations
- Strong communication skills for diverse audiences
- Proven ability to drive improvements and results
- Experience managing multiple stakeholders
- Ability to develop standards supporting regulatory compliance
- Strong judgment and analytical skills focused on customer outcomes
- A collaborative, adaptable approach to change and continuous improvement
We offer a rewarding package, including:
- Participation in annual performance-related bonus and share schemes
- Generous pension contributions
- Life assurance
- Healthcare plan (permanent employees)
- At least 25 days holiday plus public holidays, increasing to 26 after 2 years\’ service; holiday buy/sell options
- Flexible family leave
- Electric car scheme via salary sacrifice (permanent employees)
- Discounts on our products and at various stores
- Modern, wellbeing-focused workspaces
Additional Information
At L&G, we believe in generating positive returns while building a better future. We foster an inclusive, collaborative culture with diverse backgrounds and experiences. Our leaders prioritize integrity, your wellbeing, and career development.
We support flexible working arrangements, including part-time, term-time, and job shares, where feasible.
Don\’t worry if you don\’t meet every criterion — consider your strengths, potential, and how you connect with our purpose.
Videos To Watch
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Group Customer Outcomes Manager employer: LegalAndGeneral
Contact Detail:
LegalAndGeneral Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Customer Outcomes Manager
✨Tip Number 1
Familiarise yourself with the latest regulations surrounding Consumer Duty and Financial Services. Understanding these will not only help you in interviews but also demonstrate your commitment to compliance and customer outcomes.
✨Tip Number 2
Network with professionals in the financial services sector, especially those who have experience in customer outcomes or regulatory roles. Engaging in conversations can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven improvements in customer outcomes in previous roles. Highlighting your analytical skills and stakeholder management will resonate well with the hiring team.
✨Tip Number 4
Stay updated on current trends and challenges in the financial services industry. Being knowledgeable about the market will allow you to contribute meaningfully during discussions and showcase your proactive approach.
We think you need these skills to ace Group Customer Outcomes Manager
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Group Customer Outcomes Manager position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in financial services regulation and consumer duty. Use specific examples that demonstrate your ability to drive improvements and manage multiple stakeholders effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer outcomes and your understanding of the Consumer Duty culture. Mention how your skills and experiences make you a perfect fit for the role and the company’s mission.
Proofread and Edit: Before submitting your application, carefully proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are clear and professional. A polished application reflects your attention to detail.
How to prepare for a job interview at LegalAndGeneral
✨Understand Consumer Duty
Make sure you have a solid grasp of what Consumer Duty means in the context of financial services. Be prepared to discuss how you would implement and uphold this principle within the organisation.
✨Showcase Your Communication Skills
As a Group Customer Outcomes Manager, you'll need to communicate effectively with diverse audiences. Prepare examples of how you've successfully conveyed complex information to different stakeholders in the past.
✨Demonstrate Stakeholder Management Experience
Think of specific instances where you've managed multiple stakeholders. Highlight your ability to balance their needs while driving improvements and achieving results.
✨Prepare for Scenario-Based Questions
Expect questions that assess your judgment and analytical skills. Prepare to discuss how you would handle situations involving vulnerable customers or regulatory compliance challenges.
