Similar Jobs
Customer Outcomes Senior Manager
Location: Nationwide, Hybrid/Remote
Salary: Competitive
Contract Type: 6 months, FTC, Full Time
Closing Date: Monday 16th June
At Domestic & General, we're committed to delivering exceptional customer experiences. As a Customer Outcomes Senior Manager, you'll play a pivotal role in ensuring our customer interactions meet regulatory standards and drive continuous improvement. You'll lead the development and execution of risk-based testing scenarios across various customer touchpoints, providing insightful analysis to inform strategic decisions.
Key Responsibilities:
Design and implement customer outcome testing frameworks to assess the quality of customer interactions.
Drive development of Outcome Testing roadmap based on risk and impact.
Identify areas of potential detriment to detect any customer, regulatory or commercial risks, escalating through the appropriately channel in a timely manner.
Articulate relevant insights and observations in a meaningful way to encourage positive change and drive results.
Calibrate sampling and scoring practices as part of the Quality Assurance strategic execution, ensuring efforts are well aligned with best practice and business risk appetite.
Drive continuous improvement as part of the Operations function and encourage a culture of investigation, process thinking and the pursuit of new ideas/better ways of working
About You:
Knowledge of relevant key regulatory requirements (e.g. FCA Consumer Outcomes, FCA Handbook, Data Protection etc.) and then applying this knowledge to ensure testing remains in line with our obligations.
Proven ability to influence stakeholders to ensure findings and recommendations are aligned to business processes to drive improved customer journeys and/or commercial improvement.
Analysis and report writing suitable for senior leadership identifying trends and areas for improvement.
Panning workload, delegating tasks, provide coaching and support to embed outcome design and testing across the wider business.
Modelling values of trust and integrity in all interactions and taking personal accountability for actions and the delivery of all tasks and objectives.
We offer lots of great benefits! Some of which include:
Competitive salary and annual discretionary bonus
25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
Training opportunities as well as clearly defined career progression
Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
Attractive company pension scheme
Life assurance – employer funded cover of 4x basic salary
Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
Salary Finance – access to savings and borrowing through payroll
Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
Travel Loans – interest free loans to help spread the cost of annual travel tickets
Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
Employee discounts –together with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
