interactive investor

Customer Outcome Manager

interactive investor

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • United Kingdom

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Salary

💰 £41,000 per year

About the role

  • Lead the Customer Outcome Testing programme, ensuring effective, risk-focused testing of customer journeys.
  • Own and evolve the outcome testing methodology, tools, and prioritisation model in line with best practice, regulatory expectations, and business risk.
  • Ensure testing delivers clear, actionable insight, identifying foreseeable harm, systemic issues, and poor customer outcomes.
  • Lead and manage the Customer Outcome Testing Specialists, building capability, consistency, and professional standards.
  • Create a high-performance culture focused on quality, learning, and impact through coaching and development.
  • Establish and maintain the Customer Outcomes governance framework for monitoring, assessment, and reporting.
  • Embed risk, control, and assurance disciplines into outcome testing and monitoring activity.
  • Work with the Customer Outcome Analyst to ensure outcomes insight translates into clear action plans with ownership and tracking.
  • Provide actionable insight and risk-based prioritisation to stakeholders to drive business change.
  • Monitor regulatory developments and ensure frameworks and models remain aligned.
  • Act as a key input into Senior Leadership reporting and governance forums.
  • Build strong cross-business partnerships.

Requirements

  • Proven experience in Customer Outcome Testing, QA, Assurance, Risk, or Governance within an FCA-regulated environment.
  • Strong working knowledge of Consumer Duty, FCA regulatory expectations, and outcome-based regulation.
  • Experience leading teams and delivering results through others.
  • Demonstrable ability to design and operate testing, assurance, and governance frameworks.
  • Strong understanding of risk, controls, and assurance models in regulated businesses.
  • Excellent stakeholder management and influencing skills, including senior leadership engagement.
  • Ability to balance customer outcomes, regulatory compliance, and commercial priorities.
  • Strong organisational skills with the ability to manage complexity and change.
Benefits
  • Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
  • Life Assurance and Group Income Protection
  • Private Medical Insurance – Provided by Bupa
  • 25 Days Annual Leave, plus bank holidays
  • Staff Discounts on our investment products
  • Personal & Well-being Fund – Supporting your physical and mental wellness
  • Retail Discounts – Savings at a wide range of high street and online retailers
  • Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Outcome TestingQAAssuranceRisk ManagementGovernance FrameworksTesting MethodologyOutcome-based RegulationRegulatory ComplianceControls ModelsStakeholder Management
Soft Skills
LeadershipCoachingOrganizational SkillsInfluencing SkillsCross-business CollaborationChange ManagementAnalytical ThinkingCommunicationProblem SolvingPerformance Management