Customer Outcomes Transformation Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of activities within the Customer Outcomes sector to enhance our core assessment and reporting procedures.

• Conduct the annual scheduling exercise and supervise the completion of Product & Service and Fair Value Assessments.

• Formulate a process improvement strategy for Customer Outcomes, establish the scope, manage, and execute transformation and enhancement initiatives.

• Identify areas of waste and failure demand, and spearhead improvement efforts.

• Ensure that process improvements prioritize delivering positive customer outcomes and enhance the overall customer experience.

• Collaborate with teams across the organization to leverage existing technology, reports, and frameworks to bolster Customer Outcomes.

• Create and implement solutions to address identified data gaps, such as comprehensive outcome reporting aligned with target market objectives.

• Manage and oversee intricate deliveries for the area that lack official Change resources.

• Conduct planning and capacity assessments for the area.

• Ensure that robust escalation processes are established.

• Execute strategies to prevent foreseeable customer harms.

• Assess the effectiveness of the monitoring suite and assist in designing and operating new or revised controls.

⛳️ Requirements

• Strong knowledge of quality improvement and understanding of industry best practices (preferably with relevant qualifications in Six Sigma, Lean, or Systems Thinking disciplines).

• A proven history of implementing practical, usable, and effective business and customer journey enhancements in financial services.

• Experience in project planning and Change Delivery within financial services.

• Exceptional facilitation and stakeholder management skills.

• Understanding of Nucleus product offerings.

• Familiarity with Consumer Duty and its implications for Nucleus’ offerings.

• Knowledge of Nucleus entity operational processes and systems.

• Ability to recognize new and emerging trends and articulate potential adverse customer outcomes.

• Demonstrated experience operating in a regulated environment, preferably in financial services.

• Experience in supporting transformation and change initiatives.

• Solid understanding of technology and data processing within platform-based financial services.

• Capability to distill complex concepts into clear, compelling messages.

• High levels of credibility, resilience, and personal impact.

• A collaborative team player who exemplifies organizational values.

• Strong dedication to continuous learning and improvement.

🏝️ Benefits

• Non-contributory pension.

• Bonus.

• Enhanced parental leave.

• Paid time off for emergencies.

• Health and wellbeing initiatives.

• Flexible working options.