Product Customer Outcomes Manager
On-siteNorthampton, England, United Kingdom or Canary Wharf, England, United Kingdom
Job Summary
Develop customer-focused product strategies and solutions tailored to specific needs while managing end-to-end product lifecycles, from technical feasibility assessments to launch execution plans. Analyze customer and management information data to identify risks, pinch points, and opportunities for improvement, ensuring fair outcomes for vulnerable customers through rigorous regulatory compliance and risk mitigation. Lead cross-functional teams to drive continuous improvements in customer journeys and processes, providing meaningful reporting and recommendations to senior governance forums and board-level stakeholders.
Required Qualifications
- Demonstrable experience in a customer-focused role
- Considerable understanding of customer outcomes and the regulatory requirements that support fair customer treatment
- Proven experience analysing and interpreting management information (MI), customer data, and performance metrics to identify trends, risks, and opportunities for improvement
- Experience coaching, influencing, and supporting colleagues and stakeholders to embed customer-centric behaviours and improve customer outcomes
- Considerable risk management experience, including identifying, assessing, and mitigating customer, conduct, and regulatory risks
- Experience considering and supporting the needs of vulnerable customers, ensuring products, services, and journeys deliver fair and positive outcomes
- Knowledge of product management and end-to-end customer journeys, with the ability to identify customer pain points and drive improvements
- Experience working collaboratively with technology, data, and change teams to deliver business and customer-focused solutions
- Proven ability to communicate complex information clearly and effectively to senior stakeholders, including boards, committees, and governance forums
- Experience leading and influencing stakeholders across multiple functions to deliver customer, regulatory, and business objectives
- Demonstrable experience driving simplification, improving processes, customer journeys, and ways of working
- Experience working within Agile environments and multidisciplinary teams to deliver continuous improvement and change
- This role can be based in London, Northampton or Cardiff
Desired Qualifications
- You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills
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