Head of Customer Outcomes - 12 Month Fixed Term Contract
Overall responsibility for developing and monitoring the firm's 1st line 'customer quality’ framework which aims to ensure the successful delivery of good outcomes for customers. This will include responsibility for the following:-
To Drive Customer focus
To ensure the organisation has an effective 'Customer Outcomes’ Policy, agreed at Board level.
To ensure the organisation is clear on what good customer outcomes are for all key areas of the business (i.e. mortgages, savings, financial advice etc.)
To ensure that effective monitoring systems are in place to demonstrate the organisation is meeting its obligations to deliver these outcomes
To help drive improvements in customers outcomes
Skills / Knowledge Required
Sound knowledge of the FCA Handbook and Conduct Regulation
Sound knowledge of products and services available within the Financial Services Industry
Good understanding of the regulated advice process
Knowledge of customer journey mapping
Ability to understand customer expectations and experience, and influence outcomes to drive better outcomes for customers - whether product design, service delivery, communication or dealing with feedback.