Senior Manager – Consumer Duty & Customer Outcomes

Senior Manager – Consumer Duty & Customer Outcomes

Eden Scott is working in partnership with a leading UK mutual financial services organisation to recruit a Senior Manager – Consumer Duty & Customer Outcomes into a high-profile, Group-wide role.

This position sits within the Outcomes Monitoring team, which plays a critical role in ensuring the organisation consistently delivers good customer outcomes, in line with the FCA’s Consumer Duty requirements.

As a Senior Manager, you will be the delegated authority across the UK business for outcomes monitoring methodology, frameworks and metrics. You will set the standards that underpin how customer outcomes are assessed, governed and assured, giving senior leaders confidence in the regulatory robustness, consistency and quality of outcomes monitoring insight and reporting.

You will lead the evolution and assurance of the Customer Outcomes Framework, approve material judgements and tolerances, and act as a senior subject matter expert on regulatory interpretation. Through your work, you will directly enable informed decision-making, effective governance oversight and the delivery of good customer outcomes.

Key Responsibilities

• Own, set and evolve the Customer Outcomes Framework, ensuring alignment with Consumer Duty, FCA expectations and internal policy
• Act as the senior authority on outcomes monitoring methodology, setting standards, tolerances and material judgements
• Own and govern outcome statements, ensuring consistent definition and application across products and propositions
• Approve material changes to outcomes monitoring methodology, including regulatory-driven change
• Own the Outcomes Monitoring Quality Assurance Framework, providing first-line regulatory assurance
• Approve key judgements and escalate material risks or potential customer harm where identified
• Present outcomes monitoring insights, positions and risks to senior governance forums and committees

Person Specification

Strong, demonstrable understanding of Consumer Duty and FCA expectations of good and poor practice in outcomes monitoring

• Proven experience designing, governing or assuring methodologies, frameworks or metrics within a regulated financial services environment
• Deep understanding of customer outcomes risk, governance and assurance
• Confident operating at senior level with the ability to challenge, influence and advise key stakeholders
• Strong customer focus with a clear commitment to doing the right thing and delivering good outcomes
• Experience supporting audit, compliance or assurance activity, with a clear and defensible regulatory rationale
• Excellent written and verbal communication skills, able to articulate complex concepts clearly and credibly

Eden Scott offers the services of an employment agency for permanent work and an employment business for temporary work.

This position may be just one of numerous opportunities we are handling that you could have an interest in pursuing.  If you have not been in touch with us before, please call on 0131 550 1100 or drop off a CV to Karen.kerr@edenscott.com and we will make sure that most relevant Consultant gets back to you as soon as possible.   Please note that we never send CVs anywhere without your prior consent