Customer Outcomes Transformation Manager

The primary purpose of the Customer Outcomes Transformation Manager is to own the activity within the Customer Outcomes area to optimise our core assessment and reporting processes, in addition to overall support to the business in delivering good customer outcomes across the Nucleus Group. This is done by reviewing and overseeing processes, collaboration with teams across the business, usage of cubes/other data repositories and usage of Copilot or other authorised AI tools.

The Conduct Assurance Manager needs to be values led, confident and customer focussed to help maintain a balance between commercial benefit and customer outcomes. People skills are a definite must-have.

• Complete annual scheduling exercise and oversee completion of Product & Service and Fair Value Assessments to meet scheduling commitments. This will include status reporting to impacted working groups and committees such as the Product Governance Working Group and Customer Outcomes Committee.
• Develop a process improvement strategy for Customer Outcomes and agree scope, manage and deliver transformation and improvement activities.
• Highlight areas of waste and failure demand and lead improvement activity.
• Ensure process improvement maintains a focus on delivering good customer outcomes and improving the overall customer journey.
• Work with teams across the business to utilise existing technology, reports and frameworks that can be used to support Customer Outcomes.
• Develop and deliver solutions to fix identified gaps in data such as robust outcome reporting linked to target market aims.
• Manage and oversee complex deliveries for the area that do not have official Change resource including agreeing/documenting scope, managing risks and issues, reporting, approvals and escalation as required.
• Complete planning and capacity activity for the area.
• Ensure robust escalation processes are embedded, and all issues are escalated, where necessary, and resolved in a timely manner.
• Implement strategies to avoid causing foreseeable customer harms.
• Evaluate the effectiveness of the monitoring suite and assist in the design and operation of new or revised controls.
• Have a strong understanding of what good customer outcomes looks like and be able to identify poor outcomes.
• Responsible for managing their own delegated workload; they will have the opportunity to prioritise activity and make decisions to effectively manage events and issues to resolution.
• Ensure good relationship management with internal and external stakeholders.

• Excellent written and verbal communication skills, with the ability to present findings and insights in a clear and concise manner.
• Structured Project Management Skills and/or Business Process Improvement Methodology & Problem Solving.
• Advanced proficiency in Microsoft Excel, Power BI & Power Query, PowerPoint and Co-Pilot.
• Ability to self-manage projects end to end, work independently and collaboratively in a fast-paced, deadline-driven environment.
• Positive attitude, self-motivated, and willingness to learn and adapt to new challenges.
• Strong attention to detail, with the ability to produce and deliver both written reports and presentations, to the relevant working groups or governance forums.
• Progress Tracking and Benefits Realisation.
• Leadership skills to drive accurate, timely and positive project results.
• Strong communication, influencing and relationship management skills, excellent collaborator who can develop and maintain strong relationships across the business.

• A strong track record of implementing sensible, usable and effective business and customer journey improvements in financial services.
• Strong quality improvement knowledge and understanding of industry best practice (ideally with relevant qualifications in six sigma, lean or systems thinking disciplines).
• Project planning and experience of Change Delivery within financial services.
• Excellent facilitation and stakeholder management skills.
• Knowledge of Nucleus product propositions.
• Knowledge of Consumer Duty and how it affects Nucleus’ propositions.
• Knowledge of Nucleus entity Operational processes and systems.
• Ability to identify new and emerging trends and articulate potential poor customer outcomes.
• Proven track record of operating within a regulated environment, preferably financial services.
• Experience supporting transformation and change programmes.
• Sound understanding of technology and data processing within platform-based financial services.
• Ability to simplify complex concepts into clear, compelling messages.
• High levels of credibility, resilience and personal impact.
• Collaborative team player who role-models organisational values.
• Strong commitment to continuous learning and improvement.

• Positively demonstrate the Nucleus values and behaviours.
• Ensure compliance with Code of Conduct at all times.
• Take responsibility in everything you do to deliver good outcomes for our customers.

• Excellent knowledge of platform propositions, including WRAP Platforms and SIPPs and their regulation.
• Professional Change, Data or AI-related qualifications/certifications.
• Degree or relevant professional qualification.

A little about us: We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too. Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Are we a perfect match? Check out this video and find out!

Inclusion and diversity at Nucleus: As with most things in life, who cares, wins. We really care about inclusion. For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector. More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.

If you’d like to find out more about us or the role, get in touch with Hannah in our People team.