Head of Customer Outcomes

4 weeks ago

Glasgow, United Kingdom Nine Twenty Recruitment Full time

We are looking for a dynamic and strategic senior leader to join us as the Head of Customer Outcomes to help shape and enhance our customer journey across the insurance portfolio.


The Role:

As the Head of Customer Outcomes, you will lead the strategy and execution to improve customer experiences and drive positive business results across the insurance portfolio. A key team member of the Chief Customer Officer, you will be responsible for defining, measuring, and optimizing key customer outcomes, including satisfaction, retention and advocacy in adherence with Consumer Duty. The collation and writing of the Consumer Duty board report, and mid-year assessments will be a critical responsibility of this individual. This role requires a level of autonomy with deep collaboration across teams, including claims, underwriting, marketing, product development, and customer service.


  • Strategic Leadership: Develop and execute the customer outcomes strategy aligned with business goals and regulatory requirements, inspiring and lead a high-performing, diverse team to deliver customer-focused solutions, fostering a culture of accountability, learning, and growth. Own and develop the group customer outcomes scorecard reporting to Executive Committee and Board, leading a team focused on understanding customer needs and driving initiatives that improve overall customer experience. Act as a senior advocate for customer-first initiatives, ensuring they are embedded across the organization.
  • Customer Experience Strategy: Commission and be the custodian of meticulous reports to reflect our team and organisation professionalism and credibility to key internal and external stakeholders including Executive committee, Board and the regulator.
  • Customer Insights and Analytics: Oversee data-driven insights on customer behaviour, pain points, and trends, using data to continuously improve processes and identify opportunities to optimize customer journeys. Use data to continuously improve processes and identify opportunities to ensure customers receive fair value & good outcomes and collaborate with analytics teams to measure the impact of initiatives on customer outcomes and business performance
  • Regulatory Compliance and Governance: Ensure all customer-facing processes adhere to UK regulatory standards (FCA, PRA) and actively demonstrate the 4 outcomes of Consumer Duty. Managing oversight of complaints and regulatory escalations, ensuring a focus on fair customer outcomes.
  • Voice of the Customer: Champion the customer perspective across the organization, utilising data insights to advocate for customer needs and expectations.


About You:

You will be a visionary leader with a proven track record in customer experience management, strong analytical skills and the ability to inspire teams. Your ambition to lead a transformative customer-centric culture will be key to our mission of delivering exceptional customer outcomes


Key Attributes:

  • Experience: Highly experienced with a proven track record in a senior customer outcomes role, reporting directly to an Executive Committee member in the insurance or financial services sector. Demonstrated success in driving positive results in previous roles.
  • Consumer Duty: Essential experience in producing and owning the business Consumer Duty Board Report, ensuring compliance with regulatory requirements and delivering valuable insights for board-level decision-making.
  • Regulatory Knowledge: In-depth knowledge of UK insurance regulations, with a strong commitment to ensuring compliance across all customer-facing processes
  • Reporting Creation & Oversight: Skilled in providing key insights, data, and analysis for executive leadership and board members. Expertise in presenting critical business metrics, performance trends, and strategic recommendations in a clear, concise, and visually engaging format to support informed decision-making at the highest level of the organization.
  • Customer-Focused Visionary: Deeply committed to understanding and improving the customer journey, with a strong record of driving customer-focused strategies in insurance or financial services. Deep understanding of customer needs, behaviors, and satisfaction drivers, with experience in customer journey mapping and enhancing customer experiences.


What's in it for you

  • Inclusive Culture: We are committed to building a diverse and inclusive workplace where everyone feels valued and empowered.
  • Professional Development: We offer continuous learning opportunities to help you grow and develop your career.
  • Impactful Role: Make a significant impact by shaping the future of our customer experience strategy and driving meaningful change.


Apply now for an immediate interview.

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