Customer Outcomes Manager

A rapidly growing insurance business, based in Essex, is seeking a Customer Outcomes Manager to work on personal lines products.

This is a newly-created role, one that has been created due to investment and an increase in the number of products now being offered by the firm.

This is a hybrid role (1 day a week in the office), paying circa £60,000.

On a day-to-day basis, you will:

• Ensure compliance with the four Consumer Duty outcomes; products and services, price and value, consumer understanding, and consumer support and FCA cross cutting rules
• Produce of monthly CD monitoring:
• Liaise with business functions to gather the required data
• Ensure all metrics and thresholds are relevant and appropriate
• Develop positive relationships with outsource partners, working with them to ensure a good customer outcome
• Developing appropriate Board level customer reporting which ensures that Board focusses on consumer outcomes
• Working to define the firm approach to vulnerable customers, collecting evidence of how they ensure good outcomes and being able to demonstrate this
• Foster a customer centric culture in the business, facilitate training where necessary so that colleagues understand their part to play
• Attend and contribute to customer committees

Experience required:

Preferably at least 8-10 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 excellent understanding of risks faced within a delegated environment.