Customer Outcomes Manager - Nottingham City
New role subject to consultation
Contract type : Permanent
Hours : Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact
Are you passionate about delivering excellent customer outcomes and driving meaningful change? We’re looking for a Customer Outcomes Manager to lead a specialist team focused on conduct risk, supporting vulnerable customers, and continuing to embed the Consumer Duty across the organisation. In this role, you’ll ensure our customers consistently receive fair, high-quality outcomes while helping the business stay ahead of regulatory expectations.
Here’s a taste of what you will be doing as a Customer Outcomes Manager at Nottingham Building Society: -
What you’ll do:
* Lead a specialist team dedicated to driving fair customer outcomes and embedding a customer-first, risk-aware culture across the business.
* Own Quality Assurance (QA) framework and processes and oversee the Training & Competency (T&C) framework, making sure teams have the skills, knowledge, and confidence to deliver consistently excellent customer experiences and good outcomes.
* Champion the ongoing embedding of Consumer Duty, ensuring every customer journey reflects fairness, transparency, and high standards.
* Drive thematic customer outcome reviews, using insight and data to uncover risks, spot opportunities, and deliver actionable improvements that enhance consistency and quality.
* Play a key role in governance as secretariat to the Customer and Conduct Risk Committee (CCRC), helping shape decisions that genuinely put customers first.
* Produce clear, insightful reporting that highlights emerging risks, informs senior leaders, and fuels continuous improvement across the organisation.
About you: -
* Conduct risk expertise: Deep knowledge of Consumer Duty and regulatory conduct standards, with the ability to turn these into practical actions that improve customer outcomes.
* Customer outcomes focus: Strong understanding of customer journey evaluation and QA frameworks, using insight to drive fair, compliant, and consistent experiences.
* Analytical mindset: Skilled at interpreting data and feedback to spot trends, root causes, and opportunities, informing risk reporting and continuous improvement.
* Leadership & influence: Proven ability to lead and coach specialist teams, while building strong relationships and influencing senior stakeholders to embed best practice.
* Delivery-driven: Highly organised and detail-focused, able to manage multiple priorities and embed continuous improvement across QA, T&C, and customer outcomes initiatives.
* Experience & impact: Track record of delivering measurable improvements in customer outcomes and embedding regulatory standards across products and journeys.
Reward & Benefits -
1. A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus