Head of Good Customer Outcomes

1 week ago

Edinburgh, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as our Head of Good Customer Outcomes
- In this key leadership role, you’ll be responsible for leading and embedding a ‘one bank’ approach to achieve brilliant outcomes for our customers
- We’re getting ready to deliver the largest conduct and regulatory change initiative in over a decade - the Financial Conduct Authority’s new Consumer Duty
- This brand new role will put you at the heart of delivering our purpose, as you partner with regulators, policy makers and internal stakeholders to raise standards of consumer protection and achieve good customer outcomes
- This is an opportunity to explore your leadership potential and bring a purpose-led focus to your work

**What you'll do**:
As our Head of Good Customer Outcomes (GCO), you’ll be responsible for defining and delivering a bank-wide GCO framework to steer and demonstrate the steps we take to deliver great outcomes for our 19 million customers.

Guided by the overarching principles of the FCA’s new Consumer Duty, you’ll collaborate with our regulators, policy makers and charity partners to build the Duty’s higher and clearer standards of consumer protection into our GCO framework, driving bank-wide consistency through a ‘one bank’ approach.

‘One Bank’ means we set each other up to win by thinking of solutions that could work across NatWest Group, and challenging each other to think further. It means being generous with our time so that everybody benefits. And when everyone thrives, we can move faster, we can solve multiple problems in one go, and we can do so in a way that means updates and changes in the future will be easier to do.

Alongside the delivery of our Consumer Duty programme, your top priorities will include:

- Identifying the capabilities, data and insights required to achieve and demonstrate good customer outcomes
- Leading our response to the cost-of-living challenges our customers are facing and making sure we’re supporting them through sustainable and targeted interventions
- Building, leading and developing teams of Consumer Duty experts to respond to business needs and nurture GCO capability across NatWest Group
- Establishing and leading a ‘One Bank’ knowledge hub for GCO and Consumer Duty matters
- Partnering with other senior leaders to build and implement the GCO framework into their customer segment strategies and plans
- Ensuring ‘One Bank’ adoption and integration of behavioural science and inclusive design capabilities to achieve good customer outcomes
- Developing innovative learning approaches to drive demonstrable competence across our senior manager functions and their material risk takers

**The skills you'll need**:
To succeed in this role, you’ll need relevant conduct or vulnerability qualifications and professional standards, such as a Diploma in Compliance from International Compliance Association and a certification from UK Finance and Money Advice Trust Vulnerability Academy. You’ll demonstrate technical knowledge, notably in development and implementation of practical regulatory frameworks.

As a seasoned professional, with strong conduct and compliance background, your leadership credentials will include a track-record of scale execution across a major, mass-market firms. Along with the ability to bring diverse teams and people together at all levels in the bank, through positive influencing skills, to deliver, you’ll also be a confident operator at the Board and Executive Committee level.

You’ll also need:

- Scale leadership experience across first line, second line or customer leadership
- Excellent problem solving and analytical skills
- Astute business and commercial expertise
- Critical thinking skills, enabling you to cut through complexity, and make sound decisions and recommendations that are carefully balanced against risk

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