Senior Customer Outcomes Director

4 weeks ago


OldburyonSevern, South Gloucestershire, United Kingdom The AA Full time

Job Title: Senior Customer Outcomes Director

Job Summary:

We are seeking a Senior Customer Outcomes Director to lead quality assurance, risk management, and product governance across all Group entities. The successful candidate will champion the strategy for delivering excellent customer outcomes across our product portfolio and manage the reporting of customer-related incidents, risks, compliance, and audit recommendations.

Key Responsibilities:

  • Manage the AAISL Consumer Duty Dashboard and ensure best-in-class conduct risk management across our governance framework.
  • Oversee the Customer Operations Risk Register, supporting the MD of Customer Operations in effectively managing risk and control responsibilities.
  • Ensure consistent delivery of good customer outcomes through end-to-end quality assurance policies, practices, and procedures across the Group's operations.
  • Chair and coordinate product governance forums, overseeing product governance and fair value assessments across our network of products and services.

Requirements:

  • In-depth knowledge of FCA guidelines and experience working within a regulatory environment.
  • Ability to identify key risks, issues, and opportunities within data and use insights to drive proactive change.

Benefits:

  • 25 days annual leave plus bank holidays + holiday buying scheme
  • Worksave pension scheme with up to 7% employer contribution
  • Free AA breakdown membership from Day 1 plus 50% discount for family and friends
  • Discounts on AA products including car and home insurance
  • Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
  • Company funded life assurance
  • Diverse learning and development opportunities to support you to progress in your career
  • Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family


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