Head of Customer Outcomes

Fancy joining a business that’s built its success on customer experience and positive customer outcomes? This is a great time to join this market leading business as it continues to deliver double digit growth and challenge the norms of the industry. They’ve achieved their success by adopting a fully customer centric approach to the way they operate. And this is your chance to play an integral role in their future success, making a lasting impact on both the business and its customers. You’ll lead on improving customer experiences and drive positive business results across all their product lines. You’ll help define, measure and optimise key customer outcomes including satisfaction, retention, loyalty and advocacy in line with Consumer Duty regulations. In fact, Consumer Duty will be integral to this role. You’ll ensure all customer-facing processes adhere to UK regulatory standards (FCA and PRA) and actively demonstrate Consumer Duty’s 4 outcomes. You’ll also collate and write the Consumer Duty Board report and mid-year assessments. You’ll manage the oversight of complaints and regulatory escalations, ensuring a focus on fair customer outcomes. In addition, you’ll oversee data-driven insights on customer behaviour, pain points and trends and use data to continuously improve processes and identify opportunities to optimise customer journeys. You’ll have a proven track record in Customer Experience management within the Financial Services sector. You’ll be very familiar with the associated regulatory requirements including Consumer Duty and will ideally have experience of producing the Consumer Duty Board report. You’ll also have a deep understanding of customer needs, behaviours and satisfaction drivers complemented by experience of customer journey mapping. Does this sound like you? Are you up for the challenge? If so, click apply and send over your CV. Location: Motherwell, North Lanarkshire Workplace: Hybrid Working Reference: 415187 To apply for this position, please click on the ‘Apply Now’ button or email your CV together with details of your current remuneration to info@willowresourcing.co.uk quoting reference 415187.

#J-18808-Ljbffr