Customer Outcomes Manager

2 weeks ago

London Area, United Kingdom Lorien Full time £60,000 - £90,000 per year

Customer Outcomes Manager

Location:
London

Contract Type:
12-Month Fixed Term Contract

Department:
Legal and Compliance

Team:
Compliance

About the Role

A leading insurance company is seeking a
Customer Outcomes Manager
to join its Compliance team. This is a key role responsible for ensuring complaints are managed effectively and in line with regulatory obligations and company values. We're looking for a subject matter expert in complaints handling to support our growing Customer Outcomes function.

Key Responsibilities

  • Develop, maintain, and implement the conduct risk framework, complaints policy, and procedures.
  • Coordinate a team of analysts handling complaints across Compliance and Customer Outcomes.
  • Lead complaints training across the business.
  • Provide guidance on new products, services, and initiatives from a customer outcomes perspective.
  • Build strong relationships across business areas to ensure early engagement and awareness of complaints-related impacts.
  • Collaborate with internal stakeholders to identify and mitigate complaints-related risks.
  • Maintain up-to-date knowledge of regulatory requirements, particularly FCA DISP rules.
  • Support conduct risk assessments and product reviews.
  • Analyse Net Promoter Score data and maintain complaints KPIs.
  • Prepare reports and management information for committees and regulators.
  • Oversee complaints audits, including Coverholder and TPA file reviews.
  • Support regulatory relationships with bodies such as the FCA, PRA, Lloyd's, and others.
  • Assist in delivering the annual compliance plan and training programme.
  • Ensure adherence to all relevant regulatory requirements including Conduct Rules, Solvency II, Financial Crime, Data Protection, and Whistleblowing.

Skills & Experience

Essential:

  • Strong knowledge of FCA regulations, especially DISP complaint handling rules.
  • Experience applying regulatory frameworks to practical business scenarios.
  • Excellent interpersonal and influencing skills.
  • Ability to challenge data and apply professional scepticism.
  • Proven ability to implement and drive processes to achieve outcomes.

Desirable:

  • Understanding of operational risk management and customer-focused risks.
  • Experience in retail insurance, claims, and delegated authority business.
  • Familiarity with Lloyd's and general insurance markets.
  • Knowledge of Worksmart complaints management system.
  • Legal background.

Why Join Us?

As a leading insurance company, we pride ourselves on putting people first. We offer:

  • A vibrant and inclusive work environment.
  • Commitment to career development.
  • Flexible working arrangements.
  • A strong focus on diversity, equity, and inclusion.

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