Hybrid Customer Outcome Manager

at interactive investor

• Job title: Customer Outcome Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £41,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• Customer Outcome Manager at interactive investor overseeing testing framework for customer outcomes. Ensuring compliance with regulatory standards and leading a team of specialists.

Responsibilities

• Lead the Customer Outcome Testing programme, ensuring effective, risk-focused testing of customer journeys.
• Own and evolve the outcome testing methodology, tools, and prioritisation model in line with best practice, regulatory expectations, and business risk.
• Ensure testing delivers clear, actionable insight, identifying foreseeable harm, systemic issues, and poor customer outcomes.
• Lead and manage the Customer Outcome Testing Specialists, building capability, consistency, and professional standards.
• Create a high-performance culture focused on quality, learning, and impact through coaching and development.
• Establish and maintain the Customer Outcomes governance framework for monitoring, assessment, and reporting.
• Embed risk, control, and assurance disciplines into outcome testing and monitoring activity.
• Work with the Customer Outcome Analyst to ensure outcomes insight translates into clear action plans with ownership and tracking.
• Provide actionable insight and risk-based prioritisation to stakeholders to drive business change.
• Monitor regulatory developments and ensure frameworks and models remain aligned.
• Act as a key input into Senior Leadership reporting and governance forums.
• Build strong cross-business partnerships.

Requirements

• Proven experience in Customer Outcome Testing, QA, Assurance, Risk, or Governance within an FCA-regulated environment.
• Strong working knowledge of Consumer Duty, FCA regulatory expectations, and outcome-based regulation.
• Experience leading teams and delivering results through others.
• Demonstrable ability to design and operate testing, assurance, and governance frameworks.
• Strong understanding of risk, controls, and assurance models in regulated businesses.
• Excellent stakeholder management and influencing skills, including senior leadership engagement.
• Ability to balance customer outcomes, regulatory compliance, and commercial priorities.
• Strong organisational skills with the ability to manage complexity and change.

Benefits

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental wellness
• Retail Discounts – Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle