Customer Outcomes Manager

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.

Location: London,, GB

Posted Date: 10/19/2025