Customer Outcomes Manager

Customer Outcomes Manager

East Midlands

£dependent on experience, circa. £60k max

Hybrid - 2 days in office long term, more in first few month

This is a great opportunity to work for a highly customer focussed and established mortgage and savings provider where you will be putting the customer first, in a progressive role. Reporting to the Head of Customer Operations, the Customer Outcomes Manager is a new role to the business and will be responsible for customer outcome and quality measurement and testing, to ensure customer facing teams and colleagues are focused on delivering good outcomes and quality service in line with their values and customer promise.

The Customer Outcomes Manager will provide feedback, support, and challenge to business areas to drive better outcomes for members and ensure this approach is engrained in all roles and in all areas of the business.

Responsibilities of the Customer Outcomes Manager include:

• Accountable for leading a team that review key mortgage and savings customer journeys, to measure if good customer outcomes are being achieved.
• Manage and motivate the customer outcomes team (initially 2, likely rising to 3), fostering a culture of accountability, collaboration, and development.
• Champion a customer-centric approach, ensuring a positive customer experience for all members throughout all aspects of the customer journey.
• Develop and maintain the framework and plan for measuring and testing outcomes and quality, ensuring customers in vulnerable circumstances are included.
• Utilise outcome data to identify and investigate root cause and trend analysis for testing.
• Production of MI and reporting, including presentation, insight, and challenge at internal governance meetings to support Society decision making.

Experience, Skills & Requirements for the role are:

• Experience in financial services sector, and a depth of knowledge within mortgage and savings.
• Track record of successfully managing and developing high-performing teams.
• Passionate about delivering service excellence and a drive to achieve the best outcome for the customer.
• Good knowledge of operational processes and experience in process optimisation and efficiency enhancements.
• Focus on accuracy and quality, and evidence of utilising data analysis to influence operational decisions.
• Good understanding of regulatory compliance and risk management.

Our client is looking for candidates who are highly customer focussed and with an approach of 'has the customer had the right experience’. The successful candidate will likely come from a customer process / operations background and use data to inform / measure decisions. You will live within commutable distance, long term circa. 2 days a week but for the first months in the role you will be more regularly onsite as you set up and manage the team.