Customer Outcomes Manager

A fast-growing, highly successful insurer based in Essex is currently seeking a Customer Outcomes Manager.

The company work on a hybrid basis and it's anticipated you will spend one or two days a week in the office. This is a high-profile, newly-created position within the organisation that will see you lead on, and champion, first line responsibility for ensuring good customer outcomes.

Areas of focus will include:

Supporting First Line responsibility for Consumer Duty and ensure compliance across the business:

• Manage compliance with the Consumer Duty outcomes and FCA cross cutting rules
• Review performance in line with thresholds
• Highlight actions where metrics are operating outside of appetite and drive root cause analysis to understand and propose action.
• Support the Customer committee by building content for the Committee and supporting the Chair in minute taking and action tracking

Customer Committee:

• Ensure all papers are submitted to a high quality and on time
• Review and issue minutes
• Action tracking
• Ensure that all responsibilities are adhered to
• Challenge where appropriate

Drive tangible improvements for the customer by:

• Developing positive relationships with outsource partners, working with them to ensure good customer outcomes
• Supporting appropriate Board level customer reporting which ensures that Board focusses on consumer outcomes
• Working with stakeholders to monitor the performance of customers with vulnerable or potentially vulnerable characteristics, collecting evidence of how we ensure good outcomes and being able to demonstrate this
• Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value.
• Ensure any risk events that impact customer are reported and actions plans developed and learnings embedded.
• Supporting oversight of key customer communications, identify continuous improvement.
• Identify themes and trends from customer monitoring and provide recommendations for improvements in underwriting, pricing, claims etc.

You will need at least 3 years’ experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements, experience of prior engagement with FCA and PRA would be beneficial, with an excellent understanding of risks faced within a delegated environment.