Customer Outcomes Insight Manager in Bath, Somerset

Leading the design and delivery of customer outcomes insight across MO, you will provide robust evidence that customers understand our products, services and communications and that MO are delivering good outcomes throughout the customer lifecycle. Working as part of the Customer Insight & Analytics team and reporting to the CX Insight Lead, you will be responsible for designing and delivering a programme of insight and research that supports MO's Consumer Duty, responsible lending and product governance obligations.

You will lead research into customer outcomes and customer understanding. This will include, but not limited to, reviewing existing HEARTbeat (Voice of Customer real-time feedback) programme, developing customer understanding research programme utilising Headlight Customer Panel and support monitoring and reporting of outcomes initially focused on revised mileage proposition and other areas where there is a foreseeable risk of customer harm. This will include testing whether customers understand key information such as mileage allowances, potential excess mileage charges, affordability considerations, available support and the actions they can take during their lease.

The postholder will work closely with Legal & Compliance, In-life Customer service and Operation Teams, Finance, Marketing Communications and CX team, Tech teams and wider Customer Insight & Analytics colleagues to bring together customer research, behavioural evidence, operational data and management information. This evidence will be used to assess whether customer communications and interventions are effective, identify emerging risks and recommend improvements.

The postholder will establish repeatable approaches for testing customer understanding before and after communications are introduced. This will include qualitative and quantitative research, comprehension testing, behavioural analysis, surveys and targeted research with customers who may be vulnerable or at greater risk of experiencing poor outcomes. Key to the role will be to ensure that research findings are translated into clear, timely and actionable insight.

The postholder will support the Responsible Lending and Consumer Duty Outcomes Monitoring Framework, product and communication reviews, governance reporting and decisions about customer interventions. As subject-matter expertise on customer understanding and customer-outcome research, the postholder will influence stakeholders to adopt evidence-based approaches and ensuring research remains robust, inclusive and aligned with regulatory expectations.

You will support the Head of Customer Insight & Analytics and the Customer Experience Insight Lead in embedding a culture in which customer outcomes are actively monitored, emerging harm is identified early and customer evidence is used to improve products, services, communications and support.

Main responsibilities

• Design, deliver and continuously improve MO's customer outcomes insight programme, ensuring it provides reliable evidence of customer understanding and customer outcomes.
• Lead and deliver customer-understanding testing of key customer communications, including renewal communications, product information, statements of responsibility, mileage warnings, digital content, calculators and customer-support information.
• Assess whether customers understand important product features, potential costs, risks, available choices and the actions they may need to take.
• Develop and maintain a structured programme of pre-launch and post-launch communication testing, using appropriate qualitative, quantitative and behavioural research methods.
• Lead and deliver research into the outcomes experienced by customers across the full lifecycle, including application, onboarding, in-life support, changes in circumstances, end of lease, charges, vulnerability, forbearance and complaints.
• Provide customer evidence to support the Responsible Lending and Consumer Duty Outcomes Monitoring Framework and Motability Operations' assessment of the four Consumer Duty outcomes: Products and Services, Price and Value, Consumer Understanding and Consumer Support.
• Identify gaps in customer understanding, patterns of customer behaviour and early indicators of potential or emerging customer harm.
• Evaluate whether customer interventions are effective, including whether warnings, communications, calculators, support journeys and other actions change customer understanding or behaviour.
• Work with Data Science, Analytics and operational teams to connect research findings with behavioural and outcome data.
• Design and deliver research that explores the experiences of different customer groups, including customers with characteristics of vulnerability and customers at greater risk of financial difficulty or unexpected charges.
• Ensure research is inclusive and accessible, reflecting the communication and support needs of MO's diverse customer base.
• Produce regular customer-outcomes and customer-understanding reporting, clearly explaining the strength of the evidence, emerging themes, risks and recommended actions.
• Establish appropriate customer-understanding measures, benchmarks and indicators that can be tracked over time and incorporated into Consumer Duty and responsible lending reporting.
• Translate complex research and data into clear, engaging insight for operational teams, senior leaders and governance forums.

Qualifications

Minimum criteria

• Proven experience designing and delivering customer, market, behavioural or user research using a range of qualitative and quantitative methodologies.
• Experience testing customer communications, comprehension, decision-making or customer journeys.
• Good understanding of Consumer Duty and the role of customer research in demonstrating customer understanding and good customer outcomes.
• Ability to design robust research that identifies differences between what customers say they understand and how they behave in practice.
• Strong appreciation of different research methodologies, including qualitative interviews, focus groups, surveys, comprehension testing, behavioural research and journey-based research.
• Experience translating research findings into practical recommendations that improve customer communications, products, services or support.
• Strong analytical and problem-solving capabilities, with the ability to combine customer research with operational and behavioural data.
• Ability to articulate complex evidence for a non-technical audience with clarity and in an engaging way.
• Excellent interpersonal, communication and influencing skills, with the confidence to constructively challenge stakeholders where evidence indicates a risk of poor customer outcomes.
• Experience managing research partners, suppliers or agencies.
• Strong organisational skills and the ability to manage multiple research activities and stakeholder priorities.
• A commitment to inclusive research and an understanding of the needs of customers who may be vulnerable or require additional support.
• Educated to degree level or able to demonstrate equivalent professional experience, ideally in customer research, behavioural science, psychology, social research, statistics, operational research or a related discipline.

Benefits

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.