Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer outcomes and ensure fair treatment across the business.
- Company: Policy Expert is a dynamic insurance company focused on innovation and customer satisfaction.
- Benefits: Enjoy hybrid work, private medical cover, a £1,000 learning budget, and more perks.
- Why this job: Join a team dedicated to transforming the insurance industry with a customer-first approach.
- Qualifications: Experience in regulatory guidance, data analysis, and cross-functional collaboration is essential.
- Other info: We value diversity and provide support for all candidates during the application process.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Outcomes Lead role at Policy Expert
Join to apply for the Customer Outcomes Lead role at Policy Expert
Customer Outcomes Lead
Are you ready to transform the insurance industry?
Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.
Hear from our team about what it\’s like working at Policy Expert
Policy Expert – Customer Outcomes Lead
Are you ready to transform the insurance industry?
Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.
Having achieved rapid growth since being founded in 2011, we\’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK\’s No.1-rated home insurer by Review Centre since 2013.
Hear from our team about what it\’s like working at Policy Expert
Your Responsibilities
At Policy Expert, we\’re committed to putting our customers at the heart of every decision. Delivering fair, consistent, and positive outcomes is essential for regulatory compliance and for building lasting trust as brand. As our Customer Outcomes Lead, sitting within the Customer & Marketing team, you\’ll shape how we embed these principles across the business, ensuring that every customer interaction reflects our commitment to fairness and transparency. If you\’re passionate about doing what\’s right for customers and want to help us raise the bar in how we deliver great outcomes, we\’d love to hear from you.
This role will be supported by a Customer Outcomes Manager (to be recruited) and will lead the future growth of the Customer Outcomes team as the business and customer needs grow.
Consumer Duty outcome expertise & compliance
- Be the subject matter expert and champion across the business to engrain the overarching principles and outcomes of Consumer Duty and ensures our treatment of customers aligns to the cross-cutting rules and our internal strategic customer outcomes.
- Design and implement measurement frameworks and processes for assessing these outcomes, producing high-quality reporting and insights for Executive Committee and Board as the primary assurance in governance fora.
- Work with senior stakeholders across the business to produce Policy Expert\’s Annual Consumer Duty Report – continuously improving the methodology and presentation and responding to compliance and other stakeholder feedback.
Customer outcome strategy & governance
- Champion the delivery of good customer outcomes across all areas of the business, in line with regulatory expectation and our internal values, ensuring the customer perspective is considered in all policies, processes, and product changes.
- Translate regulatory obligations into actionable group-level guidance, processes and policies, ensuring clarity and accountability across functions.
- Responsibility for Policy Expert\’s planning, implementation and adherence against FCA\’s Vulnerability Guidance, as well as any other necessary/relevant thematic reviews, deep dives, and risk assessments that identify outcome gaps or vulnerabilities.
- Oversee remediation plans and ensure learnings are shared and embedded across the business.
Customer experience analysis, insights & continuous improvements
- Develop a new Voice of the Customer methodology and programme to effectively use data, including complaints analysis, and customer feedback, to identify risks to fair outcomes and areas for improvement across the customer journey.
- Through the Customer Outcomes Manager, establish repeatable thorough analysis on online journeys using analytics tools, to ensure human oversight across online customer behaviour and feedback versus standards and expectations.
- Work with relevant stakeholders across teams and functions to implement enhancements that address root causes of identified issues and drive better experiences and outcomes.
- Develop and evolve MI dashboards and reporting to monitor performance and influence business decisions.
Cross-functional collaboration & influence
- Build close working partnerships with Customer Success, Compliance, Operations and Claims to collaboratively deliver with Customer & Commercial on united outcome responsibilities, ensuring clarity of actions and ownership.
- Support training and awareness initiatives to embed customer outcome thinking into the day-to-day operations of all teams and drive cultural and behavioural change to ensure a proactive approach to customer outcomes.
- Present findings and recommendations to senior leaders and governance forums with clarity and impact.
Who are you:
Customer-first mindset
You\’re passionate about delivering good customer outcomes and understand the role they play in long-term business success.
Analytical & insight-driven
You\’re confident interpreting data, trends, and feedback to identify actionable improvements, without losing sight of the bigger picture.
Collaborative & Influential
You work effectively across teams and functions, helping others understand complex concepts and championing a collective commitment to fairness and transparency.
Regulation SME
You have a strong understanding of Consumer Duty and other customer outcome-focused regulations, along with knowledge and initiative to institute process, action and reporting to evidence regulatory compliance.
To be a suitable candidate, you\’d need to evidence experience in:
- Interpreting and applying regulatory guidance related to customer outcomes (e.g., Consumer Duty, vulnerable customers)
- The development of frameworks that assess and evidence fair customer outcomes.
- Working cross-functionally to influence product, service, or process improvements.
- Using data and insight to identify customer behaviour and risks and deliver measurable improvements.
- Preparing and delivering high-quality reports and insights to senior stakeholders and governance forums.
- Managing teams to high standards with a focus on continuous improvement.
Benefits:
This role will be based in our London office in a 50/50 Hybrid mode
We match your pension contributions up to 7%
Private medical & Dental cover
Learning budget of £1,000 a year + Study leave (with encouragement to use it)
Enhanced maternity & paternity
Travel season ticket loan
️ Access to a wide selection of London O2 events and use of a Private Lounge
Employee Wellbeing Programme
Prayer room in office
What We Stand for and Next Steps
\”We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual\’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment\”
At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.
Useful links:
Glassdoor | Trust Pilot | Best Companies
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Insurance
Referrals increase your chances of interviewing at Policy Expert by 2x
Sign in to set job alerts for “Customer Specialist” roles.
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 3 days ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 day ago
City Of London, England, United Kingdom 16 hours ago
London, England, United Kingdom 1 day ago
London, England, United Kingdom 10 hours ago
TikTok LIVE – Global Customer Service Operations Manager
London, England, United Kingdom 4 weeks ago
London, England, United Kingdom 1 day ago
Customer Relationship Management Specialist
London, England, United Kingdom 3 days ago
Telephone Customer Reservations – Mercedes-Benz
Dartford, England, United Kingdom 1 week ago
London, England, United Kingdom 6 days ago
London, England, United Kingdom 10 hours ago
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 month ago
Greater London, England, United Kingdom 1 month ago
Hounslow, England, United Kingdom 1 day ago
London, England, United Kingdom 5 days ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 3 days ago
Customer Support and Operations Specialist
London, England, United Kingdom 2 weeks ago
Customer Service and Administration Assistant
London, England, United Kingdom 12 hours ago
London, England, United Kingdom 1 month ago
Epsom, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 month ago
Customer Experience Specialist – £32,617 p.a. + benefits
London, England, United Kingdom 23 hours ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Customer Outcomes Lead employer: Policy Expert
Contact Detail:
Policy Expert Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Lead
✨Tip Number 1
Familiarise yourself with the principles of Consumer Duty and how they apply to customer outcomes. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and fairness in customer interactions.
✨Tip Number 2
Network with professionals in the insurance industry, especially those who focus on customer outcomes. Engaging in conversations can provide insights into the role and may even lead to referrals, increasing your chances of landing an interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to drive improvements in customer experience. Being able to articulate your analytical skills and their impact on customer outcomes will set you apart from other candidates.
✨Tip Number 4
Showcase your collaborative skills by highlighting past experiences where you've worked cross-functionally. This role requires strong partnerships across various teams, so demonstrating your ability to influence and work well with others is crucial.
We think you need these skills to ace Customer Outcomes Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Outcomes Lead position. Tailor your application to highlight how your skills and experiences align with the role.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with customer outcomes, regulatory compliance, and data analysis. Use specific examples that demonstrate your ability to deliver positive customer experiences and outcomes.
Showcase Your Analytical Skills: Since the role requires a strong analytical mindset, include instances where you've successfully interpreted data or trends to drive improvements. Mention any frameworks you've developed for assessing customer outcomes.
Craft a Compelling Cover Letter: Your cover letter should reflect your passion for customer service and your understanding of Consumer Duty regulations. Make it personal by sharing why you want to work at Policy Expert and how you can contribute to their mission.
How to prepare for a job interview at Policy Expert
✨Understand Consumer Duty
Make sure you have a solid grasp of Consumer Duty and how it impacts customer outcomes. Be prepared to discuss how you would implement these principles in your role and ensure compliance across the business.
✨Showcase Analytical Skills
Demonstrate your ability to interpret data and trends effectively. Prepare examples of how you've used data to identify customer behaviour and drive improvements in previous roles.
✨Emphasise Collaboration
Highlight your experience working cross-functionally. Be ready to share specific instances where you've influenced product or service changes through collaboration with other teams.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills related to customer outcomes. Think about potential challenges you might face in the role and how you would address them.
