MERJE is seeking an experienced Customer Outcome Manager for a leading provider of savings and lending products. This role offers an exciting opportunity to lead a specialist team, providing expert guidance on conduct risk, vulnerable customer support, and regulatory compliance. The successful candidate will own the Consumer Duty framework and drive continuous improvement in customer outcomes.

Location: East Midlands region, with hybrid working arrangements

The Company

This organisation is a well-established financial institution with a strong focus on customer-centric services. The company prides itself on its commitment to fair outcomes and regulatory excellence, offering a dynamic and supportive work environment for professionals in the financial sector.

The Role

The Customer Outcome Manager position offers a unique opportunity to shape customer experiences and regulatory compliance. This role combines leadership, analytical skills, and regulatory expertise to drive positive change across the organisation. Flexible working arrangements and competitive benefits are available.

Key Responsibilities of the Customer Outcome Manager:

• Lead the embedding and assurance of the Consumer Duty framework
• Manage conduct risk appetite and oversee customer journey testing
• Provide expert guidance on conduct risk and regulatory standards
• Deliver actionable reporting to drive continuous improvement
• Act as secretariat to the Customer and Conduct Risk Committee

Required knowledge and experience for the Customer Outcome Manager role:

• Extensive knowledge of conduct risk and Consumer Duty regulations
• Proven experience in quality assurance and customer outcomes frameworks
• Strong analytical and data interpretation skills
• Excellent leadership and stakeholder management abilities
• Track record of implementing regulatory standards across financial products

If you’re an experienced professional ready to take on the challenge of the Customer Outcome Manager role, apply now to join this forward-thinking employer.

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Applicants must be located and eligible to work in the UK without sponsorship.

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