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Company Description
Legal & General (L&G) is a leading UK financial services group and major global investor.
We've been safeguarding people's financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.
We are one of the world's largest asset managers and provide powerful asset origination capabilities. These underpin our retirement and protection solutions: we are an international player in pension risk transfer, UK and US life insurance, and UK workplace pensions and retirement income.
Our Group Functions provide essential services that support all areas of the business. We seek talented, diverse teams behind the scenes to enable everyone at L&G to excel.
Joining us means helping improve our customers' lives and contributing to our business success every day.
Job Description
We are recruiting a Group Customer Outcomes Manager. We offer a competitive base salary.
At L&G, we are committed to delivering good outcomes for our customers and embedding Consumer Duty across all activities. We seek a Group Customer Outcomes Manager to help shape and uphold a customer-first culture, ensuring regulatory compliance and meaningful change.
Responsibilities include:
* Supporting the Group Head of Customer Outcomes in embedding Consumer Duty
* Delivering and maintaining the Consumer Duty culture plan in collaboration with HR and business units
* Creating and presenting Customer Outcomes Monitoring MI reports for senior governance forums
* Producing the Group Board Annual Consumer Duty Report with business units and Conduct Risk
* Acting as a Vulnerable Customer champion, ensuring fair treatment and support tools
* Providing expertise on Consumer Duty queries across the Group
* Collaborating with Group and Divisional Conduct Risk teams to align with FCA guidance
* Coordinating the Customer Outcomes Forum, including agenda setting, minute-taking, and deep dive analysis
Qualifications
Ideal candidates will have:
* Expertise in Financial Services Regulation and Consumer Duty
* Experience in Financial Services, preferably in large, complex organizations
* Strong communication skills for diverse audiences
* Proven ability to drive improvements and results
* Experience managing multiple stakeholders
* Ability to develop standards supporting regulatory compliance
* Strong judgment and analytical skills focused on customer outcomes
* A collaborative, adaptable approach to change and continuous improvement
We offer a rewarding package, including:
* Participation in annual performance-related bonus and share schemes
* Generous pension contributions
* Life assurance
* Healthcare plan (permanent employees)
* At least 25 days holiday plus public holidays, increasing to 26 after 2 years' service; holiday buy/sell options
* Flexible family leave
* Electric car scheme via salary sacrifice (permanent employees)
* Discounts on our products and at various stores
* Modern, wellbeing-focused workspaces
Additional Information
At L&G, we believe in generating positive returns while building a better future. We foster an inclusive, collaborative culture with diverse backgrounds and experiences. Our leaders prioritize integrity, your wellbeing, and career development.
We support flexible working arrangements, including part-time, term-time, and job shares, where feasible.
Don't worry if you don't meet every criterion — consider your strengths, potential, and how you connect with our purpose.
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