Process Improvement Lead

1 week ago


Manchester, United Kingdom LG select Ltd Full time

Job Title: Customer Journey Manager

Company: LG Select Ltd

Job Type: Full-time

Location: Hybrid (Lancashire or Yorkshire)

Job Description:

Main Purpose:

To ensure that regulated and critical business processes are designed to deliver good customer outcomes and adhere to industry regulation. This role will support the company's ongoing commitment to Consumer Duty by bringing all areas of the business together to support delivery and tracking of customer initiatives across all areas of the business.

Key Responsibilities:

  • Ensure processes are working to the intended standard, delivering fair customer outcomes and are adhering to regulatory and company frameworks.
  • Ensure processes are documented, optimized, and improved.
  • Support interactions with regulators and clients on their individual processes.
  • Ensure that product design is robust and aligns with the needs and expectations of the customer base.
  • Continuously measure product performance against key performance indicators (KPIs).
  • Identify areas where products may be underperforming, where service standards aren't being met, or where there could be potential customer harm.

Requirements:

The ideal candidate will have experience working in an FCA-regulated business and have good knowledge of Consumer Duty. They will be ambitious, data-driven, and have a genuine interest in innovating and building a best-in-class function.

What We Offer:

Salary up to £60k plus up to 20% performance-related bonus and a full benefits package.



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