Location: Oldbury (Hybrid) #LI-Hybrid
Employment Type: Full time / Permanent
Business Area/Function: Customer Operations / Group Customer Outcomes
Application Closing Date: Monday 11 th August 2025Thought The AA only provide roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Group Customer Outcomes Manager, you’ll play a key part to our success and join us on this exciting motoring journey.
This is the job
Join us as our Group Customer Outcomes Manager, where you'll play a pivotal role in shaping how we deliver quality, care, and compliance across every customer journey. This is your opportunity to lead both our Quality Assurance and Vulnerable Customer teams, championing best-in-class standards and ensuring our processes not only meet but exceed regulatory expectations.
In this influential role, you’ll be at the heart of our mission to continuously improve customer interactions, embed a culture of accountability, and ensure our policies translate into real-world positive experiences. If you're ready to lead with purpose, inspire change, and make a lasting difference, we’d love to hear from you.
What will I be doing?
* Lead and inspire a team of QA leaders and analysts, fostering a culture of excellence and continuous improvement.
* Take ownership of the organisation’s vulnerable customer strategy, ensuring it is embedded, championed, and continuously improved across all customer touchpoints.
* Stay ahead of industry developments to ensure our quality assurance, outcomes testing, and vulnerable customer practices remain innovative and best in class.
* Champion support for vulnerable customers, ensuring our policies are embedded across all products and services.
* Collaborate across the business with operational, risk, and compliance teams to uphold quality as a first line of defence.
* Drive strategic insight through thematic reviews and data-led reporting to elevate our QA function.
* Embed customer-centric thinking, ensuring every decision and process delivers positive, measurable outcomes.
* Harness data and analytics to streamline quality processes and proactively address emerging risks.
* Lead outcomes testing and ensure our customer journeys align with Consumer Duty principles and business goals.
What do I need?
Capability, Knowledge and Experience:
* Strong appreciation for the role of quality in driving business performance and customer satisfaction.
* Working knowledge of quality processes and how they support compliance and regulatory standards (including FCA).
* Ability to interpret customer interactions across multiple channels and identify opportunities for improvement.
* Confident decision-maker with a structured approach to problem-solving and solution development.
* Excellent communicator—able to convey ideas clearly in writing, in conversation, and through impactful presentations.
* Experience in coaching, feedback, and team development, with a focus on building high-performing teams.
* Comfortable using data and insights to spot trends, improve processes, and enhance customer experience.
Additional information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
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