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Senior Customer Outcomes Manager, Chelmsford
Client: HFG Insurance Recruitment
Location: Chelmsford
Job Category: Other
EU work permit required: Yes
Job Views:
3
Posted:
26.08.2025
Expiry Date:
10.10.2025
Job Description:
A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager.
The company works on a hybrid basis, with an expectation of one or two days a week in the office.
This is a high-profile, newly-created position within the organisation that will lead and champion first-line responsibility for ensuring good customer outcomes.
Key Responsibilities:
* Lead first-line responsibility for Consumer Duty and ensure compliance across the business:
o Ensure compliance with Consumer Duty outcomes and FCA cross-cutting rules
o Produce monthly Customer Outcome monitoring reports
o Ensure all papers are submitted with high quality and on time
o Review and issue meeting minutes
o Track actions and follow up
o Challenge where appropriate
* Drive tangible improvements for customers by:
o Developing positive relationships with outsource partners to ensure good customer outcomes
o Developing Board-level customer reporting to focus on consumer outcomes
o Working with stakeholders on product governance to ensure products and services are suitable and provide value
o Collaborating with Pricing teams to analyze GIPP data and implement necessary changes
o Overseeing key customer communications and identifying continuous improvement opportunities
o Identifying themes and trends from customer complaints and recommending improvements in underwriting, pricing, and claims
You will need at least 5 years of experience working in a regulated entity in customer roles, familiarity with Consumer Duty requirements, and prior engagement with FCA and PRA is beneficial. An excellent understanding of risks within a delegated environment is essential.
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