Senior Customer Outcome Champion

Senior Customer Outcome Champion

Location: Durham, DH1 1SL, Lytham St Anne’s, FY8 4TS, Glasgow, G2 8JX, city of Westminster, SW1P 3BT

Salary: £50,000 - £54,000 per annum

Our client is one of the largest savings organisations in the UK, serving over 24 million customers and managing over £218 billion in investments. As both a government department and an Executive Agency of the Chancellor of the Exchequer, their heritage spans more than 150 years, tracing back to 1861.

The Role

The Senior Customer Outcome Champion holds a multifaceted and unique position within the business, requiring analytical data skills, resource planning expertise, and strong leadership and people development capabilities to ensure projects and initiatives are delivered on time.

The successful candidate will undertake a diverse and stimulating role at the core of both Retail Business Transformation and customer advocacy. They will embed Consumer Duty methodology, lead the delivery and implementation of tactical customer-centric changes, and foster relationships with new suppliers. A primary responsibility will be ensuring fair outcomes for customers across the company.

The role entails supporting the Head of Delivery and Monitoring and the wider Retail Senior Leadership Team (SLT) in executing the 12-month Retail roadmap. Key responsibilities include:

• Ensuring consistency in the solutions delivered for customers, adhering to the latest policies, capturing risks, and planning mitigations.
• Collaborating closely with other teams to apply customer principles and ensure that experience designs translate into delivery projects and business as usual.
• Championing process excellence with a working awareness of User Experience (UX) and Customer Experience (CX) to drive simple, inclusive processes and customer journeys resulting in positive outcomes.
• Collaborating closely with other teams within Retail to deliver consistent messages and customer solutions.

The role also involves supporting in identifying or delivering elements of remediation work in case of mistakes affecting customers.

Behaviours

• Communicating and Influencing
• Delivering at Pace
• Making Effective Decisions
• Managing a Quality Service

Benefits

• Learning and development tailored to your role
• An environment with flexible hybrid working options
• 9 day fortnight scheme
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Generous annual leave - starting at 25 days, increasing to 30 days
• Performance related variable pay bonus
• Enhanced maternity, paternity, adoption and shared parental leave

To Apply

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