Kind Consultancy is working with a fast-growing alternative Financial Services firm which is currently seeking a Customer Outcomes Manager to join them in a hybrid position based out of their West Midlands offices, paying up to £70,000.

The Customer Outcomes Manager will be responsible for customer outcomes, quality measurement and testing, with key activities including:

• Leading a team that reviews key lending and savings customer journeys to assess whether positive customer outcomes are being achieved.
• Managing and motivating the Customer Outcomes team, fostering a culture of accountability, collaboration, and development.
• Managing capacity planning and resource allocation to meet operational demands.
• Championing a customer-centric approach, ensuring a positive customer experience for all customers throughout the customer journey.
• Establishing and maintaining a framework and plan for measuring and testing outcomes and quality, ensuring that customers in vulnerable circumstances are included.
• Utilising outcome data to identify and investigate root causes and trend analysis for testing.
• Conducting different methods of customer journey review to determine whether a good outcome has been achieved based on the member’s individual circumstances.
• Chairing calibration sessions with the Customer Outcomes team to ensure consistency in outputs and the raising and resolution of any remedial actions, including risk events.
• Providing appropriate and constructive feedback to support colleagues in identifying improvements and training requirements, thereby improving outcomes and quality of service.
• Producing MI and reporting, including presentation, insight, and challenge at internal governance meetings to support the organisation’s decision-making.
• Continuously identifying opportunities to enhance the customer journey and operational processes, improving outcomes, efficiency, quality, and service.
• Acting as an advocate of good customer outcomes and quality measurements for all business or transformational change initiatives.

Our ideal candidate for the Customer Outcomes Manager position:

• Has substantial experience in the Financial Services sector with extensive knowledge in loans and savings.
• Has a track record of successfully managing and developing high-performing teams.
• Is passionate about delivering service excellence and a drive to achieve the best outcome for the customer.
• Has a practical approach to decision-making, skilled at considering the bigger picture in subjective environments.
• Is adaptable, with a flexible mindset to balance workload and schedule with multiple and competing priorities.
• Possesses good knowledge of operational processes and experience in process optimisation and efficiency enhancements.
• Is focussed on accuracy and quality, with evidence of utilising data analysis to influence operational decisions.
• Demonstrates a good understanding of regulatory compliance and risk management.
• Displays strong communication and interpersonal skills, with the ability to effectively guide and influence internal and external stakeholders.

If you’re interested in the Customer Outcomes Manager opportunity, you have the skills, knowledge and experience we’re looking for, and you’re based in or can commute to the West Midlands, please apply with an updated CV today.