Head of Customer Outcomes

The opportunity

As Head of Customer Outcomes, you will lead and shape our customer outcomes agenda, ensuring we consistently meet FCA Consumer Duty requirements while delivering positive experiences across every stage of the customer journey. You will provide strategic oversight, governance and constructive challenge across product proposition, distribution, servicing and customer communications. Through the use of MI and insight, you will identify emerging risks and opportunities, drive continuous improvement, and ensure we can clearly evidence strong, fair customer outcomes.

This is a hybrid role, based 3 days a week from the Swindon office.

THE BENEFITS:

• Salary - £75,000 to £95,000
• Car allowance: £5,486
• Bonus scheme - on target bonus - 17.5%
• Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection 
• Death in service - 4x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.

KEY ACCOUNTABILITIES

• Develop and maintain a robust customer outcomes framework to assess and evidence good outcomes across the end-to-end journey
• Produce and present high-quality MI and reporting to demonstrate compliance with FCA Consumer Duty, including fair outcomes for vulnerable customers
• Ensure strong MI and oversight to support the annual Board attestation on Consumer Duty
• Lead and chair the Customer Outcomes Forum (and related governance), driving identification of risks and timely improvement actions
• Act as a subject matter expert, providing independent challenge across products, advice, services and customer communications
• Champion a customer-centric culture, working collaboratively across the business and developing team capability within the function

What will you need to succeed?

• Experience in Financial Services 
• Strong experience embedding and evidencing Consumer Duty within a distribution or manufacturer environment
• Proven ability to operate in a fast-paced, cross-functional role with broad stakeholder engagement
• Experience producing and presenting MI and reporting to forums, committees and senior stakeholders
• Strong understanding of FCA regulation (particularly Consumer Duty), product governance and the UK advice market
• Ability to interpret MI, customer insight and thematic reviews to drive action and continuous improvement
• Excellent communication, analytical and stakeholder management skills, with the confidence to influence and challenge
• Strategic, customer-focused leader with sound judgement, resilience and a passion for delivering fair customer outcomes

Why us?

At The Openwork Partnership, we're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.