Senior Manager - Customer Outcomes and Insights

Senior Manager - Customer Outcomes and Insights

Salary: £60,000 per annum

Hours: 35 hours per week

Contract: Permanent

Location: Hybrid (Office: West Bromwich)

Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand it’s not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you.

As we continue to expand, we're currently recruiting for a new and exciting opportunity for a Senior Manager for Customer Outcomes and Insights. As a Senior Manager for Customer Outcomes and Insights you will be responsible for understanding and measuring customer outcomes across the Society. You will play a key role in ensuring our products, services and experiences deliver good customer outcomes in line with Consumer Duty.

Working cross functionally, you will own the outcome monitoring framework, customer voice and customer research agendas with an ability to translate insight into meaningful improvement

What the role will look like

• Be the consistent voice of the customer within key Society forums, maintaining a complete understanding of customer needs, motivations and vulnerabilities; both current and across the planning horizon
• Lead a small specialist team dedicated to the delivery of good customer outcomes backed by meaningful insights
• Design and own the end-to-end customer insight ‘stack’ including Customer Outcome and Conduct Risk Monitoring Framework and reporting, outcome testing, customer experience and research
• Own, maintain and continuously improve the Society’s Customer Outcome and Conduct Risk Monitoring Framework, including a suite of metrics mapped to the four Consumer Duty outcomes
• Define and deliver the Society’s approach to customer journey mapping and customer outcome testing working with key teams and stakeholders
• Prepare clear monthly and quarterly reporting to a range of stakeholders including Customer Conduct Risk Review Group, Executive Committee and Board
• Produce evidence-based analysis that underpins the annual Consumer Duty Report
• Define and lead the Society’s approach to measuring customer experience across all products, channels and journeys
• Own quantitative and qualitative customer research initiatives and synthesise findings into actionable themes
• Coordinate product reviews across Society stakeholders, assessing and evidencing fair value across the product suite
• Proactively identify and mitigate foreseeable harm, completing root cause analysis and coordinating remediation where necessary

What you will bring to the role

• Customer first thinking with a passion for good customer outcomes and a continuous improvement mindset
• Deep knowledge of Consumer Duty, Conduct Risk and regulatory standards
• Proven experience of defining and implementing customer outcome measurement frameworks
• Proven experience of defining and implementing customer outcome testing methodologies
• Experience in developing customer experience measurement frameworks
• Experience of developing customer research programmes
• Proven track record of turning customer insights into measurable improvements
• Excellent communication skills with experience of engaging across a wide range of different stakeholders
• Excellent analytical capabilities with experience in balancing both quantitative and qualitative data sets to deliver meaningful insights
• Ability to influence across the Society at all levels and drive the customer agenda forward
• Ability to lead, coach and develop a small specialist team

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account – giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We’re proud of our heritage and absolutely believe that the West Brom is a great place to work. Our employers are the heart of bringing our new vision to life- where our customers and communities own a more secure future. Everyday, through the work they do together and the care they show, they’re helping turn that vision into real and lasting.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at ***email_hidden***.

Do it today and click apply!

*Please note – We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*

Head Office: 2 Providence Place West Bromwich B70 8AF. The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.