Conduct & Outcome Oversight Manager

Who Are We? We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades. We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. Through our global social impact strategy, called ‘The Big Dreams Project’, we’re working to help 10,000 small businesses start or grow by 2030.

What Is the Opportunity? Join our Second Line Risk and Compliance team in London to lead a digital transformation in how we protect our customers. You will be at the heart of our mission to champion fair value for over 900,000 small business owners, ensuring they receive the positive outcomes they deserve. By embedding the Consumer Duty principle through powerful data storytelling and testing, you’ll help us maintain an ethical culture and provide a second-line challenge that translates regulatory goals into tangible customer and commercial benefits.

What makes this role different? You won’t be stuck with manual, periodic reviews; instead, you’ll be pioneering a continuous, data-driven assurance model. You’ll have high-level visibility, collaborating directly with senior stakeholders to shape the future of oversight using data and AI-powered predictive analytics. This is a chance to move beyond identifying governance and process gaps and instead influence the strategic direction of a refreshing, spirited team that isn’t afraid to challenge the status quo.

Here’s What You’ll Be Doing:

• Lead a digital transformation in how we protect our customers, champion fair value for our small business clients, embed the Consumer Duty principle through data storytelling and testing, and drive a continuous, data-driven assurance model.
• Oversee conduct and customer outcome metrics in real-time to provide early warnings before the business nears its risk appetite.
• Provide ongoing assurance of the effectiveness of our product governance arrangements and the outcomes they are achieving.
• Seek and implement automated and AI-driven ways to monitor customer interactions for vulnerability signals and fair value friction points.
• Predict emerging risks by using automated scanning tools to monitor social media and market trends.
• Perform deep-dive effectiveness testing on customer-facing controls to prove they deliver fair and reliable outcomes.
• Analyse the underlying conduct and root causes behind failures rather than just identifying simple process gaps.
• Support Compliance Business Partners to test process designs and ensure they align with regulatory expectations.
• Inform continuous compliance policy and education improvements based on the insights and findings you uncover.

We’re Looking For Someone Who Is:

• An insurance sector expert with a solid understanding of the industry and its specific regulatory landscape.
• A technical compliance master with extensive knowledge of FCA Conduct Rules and the practical application of Consumer Duty.
• An expert analyst with a proven ability to identify risks within complex data and deliver high-impact data visualisation/reporting.
• An automation leader with significant experience using AI and automated tools to build scalable compliance processes.
• An influential communicator who can speak data to developers, profit to commercial leads, and protection to management and the Board.
• A strategic challenger with the courage to provide robust second-line oversight while offering commercial recommendations.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.

What Are The Benefits Of Working At Simply Business:

• We offer a great work‑life balance where workloads are manageable and everyone has the flexibility to work hybrid.
• On top of the 25 days annual leave (plus bank holidays), we offer the option to buy five more days of holiday with your flexible benefits.
• Our flexible parental leave allows you to approach an important time how you want – with six months full pay to the primary caregiver and four weeks full pay if you're the secondary caregiver.
• Our life‑event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday.
• And our long‑serving employees get a two‑week paid sabbatical after five years of service, then four weeks off after ten years of service.
• Private medical insurance through BUPA, that covers any pre‑existing condition, is a core benefit.
• Plus a health cash plan that covers your everyday medical expenses.
• We offer a competitive salary based on your experience and the current market. Plus the potential to earn an annual bonus based on performance.
• Access to tools to support your personal development on our dedicated learning platform, and support for your mental health with access to counselling.
• We match what you put into your pension up to five per cent, and pass on a tax‑free sum that's four times your basic salary with our life assurance policy, with the option to increase it to ten times through our flexible benefit scheme.
• Our salary sacrifice car scheme gives you the option to buy a brand new, fully insured, and maintained car for a convenient fixed monthly amount taken from your gross salary (after six months service).
• Our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover, dental insurance, travel insurance, or a gym membership.

Employment Practices: Simply Business is committed to providing equality and opportunities for all employees and candidates considering a career with us. We offer a workplace where colleagues are treated with respect and dignity. We don’t (and won’t) discriminate either directly or indirectly on the grounds of race, colour, religion, belief, political opinion, disability, nationality, ethnic origin, sex, sexual orientation or relationship status at any stage of the hiring process or during the course of your employment.