Customer Outcomes Manager

Posted 31 July 2025
Salary £55000 - £65000 per annum + bonus
LocationEssex
Discipline Compliance & Legal
ReferencePM362398

Job description

A rapidly growing insurance business, based in Essex, is seeking a Customer Outcomes Manager to work on personal lines products.

This is a newly-created role, one that has been created due to investment and an increase in the number of products now being offered by the firm.

This is a hybrid role (1 day a week in the office), paying circa £60,000.

On a day-to-day basis, you will:

  • Ensure compliance with the four Consumer Duty outcomes; products and services, price and value, consumer understanding, and consumer support and FCA cross cutting rules
  • Produce of monthly CD monitoring:
  • Liaise with business functions to gather the required data
  • Ensure all metrics and thresholds are relevant and appropriate
  • Develop positive relationships with outsource partners, working with them to ensure a good customer outcome
  • Developing appropriate Board level customer reporting which ensures that Board focuses on consumer outcomes
  • Working to define the firm approach to vulnerable customers, collecting evidence of how they ensure good outcomes and being able to demonstrate this
  • Foster a customer centric culture in the business, facilitate training where necessary so that colleagues understand their part to play
  • Attend and contribute to customer committees

Experience required:

Preferably at least 5 years+ experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements, experience of prior engagement with FCA and PRA would be beneficial, with excellent understanding of risks faced within a delegated environment.