Customer Outcome Manager - 12 Months FTC

Location: Head office, Newbury

Hours: Monday to Friday 9.00am to 5.00pm (35 hours per week)

Salary: Up to £42,000

Interview: 90-minute competency-based interview held in our head office. We aim to interview successful applicants within 10 days. Feedback will be provided regardless of outcome. Please note: We reserve the right to close this vacancy at any point.

Role: We have an exciting opportunity to join our Operations Team as a Customer Outcome Manager. This role will lead a specialist team responsible for both delivering and providing effective governance over customer related activities. A key focus will be overseeing activities aligned to our Consumer Duty framework, while embedding our values and ensuring good outcomes for customers are consistently achieved.

We are looking for a customer outcomes focused leader with strong curiosity and a passion for continuous improvement. As an integral member of the leadership team, you will play a key role in shaping how we monitor, evidence and enhance customer outcomes across the Society.

The successful candidate will demonstrate strong analytical writing and storytelling skills, with the ability to translate complex information into clear, engaging and effective governance documentation. Confidence in communicating with colleagues at all levels—both verbally and in writing—will be essential to succeed in this role.

• Oversee the Customer Journey Testing programme, ensuring an effective and efficient approach to testing.
• Enhance and refine the testing methodology, adapting best practices and innovating approaches.
• Inform Senior/Exec stakeholders via formalised reports/papers, of improvement opportunities, actionable feedback and recommendations.
• Be a key feed of information into the Customer Committee; supporting Head Of in monitoring processes of outcome and continuous improvement opportunities.
• Able to partner within and beyond team, building productive, cross business relationships, analysing and sharing insight through reports.
• Attending external forums, research, and networking group to ensure what we do is in line with regulator expectations, whilst bringing new ideas to the Society.
• Managing the data and population of key details for Exec Packs (Smart Money People, Complaints, ISAs).
• Management of the Complaints Register and subsequent actions.

Essential skills and experience:

• Proven experience in leading a team of Team Leaders, or Analysts.
• Passionate about creating insight-led customer improvements that achieve great customer outcomes.
• Experience of working within a controls/governance, team or function.
• Experience in writing engaging content, that allows you to create communications for a variety of job levels (including Exec/Board) that are easy to understand and follow.
• Evidence of excellent written and verbal communication skills.
• Able to demonstrate strong accuracy, attention to detail, grammar and proof reading.
• Critical thinking and the ability to quickly understand and break down complex information to get to the heart of the customer and business outcomes we need to achieve.
• The ability to work collaboratively with colleagues across the Society.
• Have a growth mindset, you thrive in an environment of change and continuous improvement.
• Competent in the use of Microsoft packages - Word, Excel, Outlook and Office 365.

Desirable skills and experience:

• Experience of working within financial services or regulated environment.
• Strong knowledge of The Consumer Duty.

Development and benefits: We want to help you develop – we are accredited by the Financial Services National College for the quality of our learning and development practices. No matter your role, there will be opportunities to take on new responsibilities and be involved in projects to further your career. We want to look after and reward you - you will receive a generous holiday allowance, contributory stakeholder pension scheme, access to wellbeing programmes, and your birthday off.

Community and volunteering: We care about our communities – as well as providing financial services, we get involved in supporting local charities and people. This means regular opportunities to volunteer, fundraise, and help with community events and activities. All employees also receive two paid days of volunteering every year to help causes they feel passionately about.

Please note: you will be directed to our recruitment partner's website to continue your application.