Customer Experience & Outcomes Manager

Snap Finance Ltd; Milton Keynes; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Snap Finance Ltd, a fast-growing FinTech company in Milton Keynes, is seeking a Customer Experience & Outcomes Manager to enhance resolution processes for fraud and complaints. The role demands strong leadership and analytical skills to improve customer satisfaction while ensuring compliance with regulatory standards. Ideal candidates should possess relevant experience in operational management within regulated environments and a drive for continuous improvement. Join a supportive team with opportunities for growth and a commitment to customer-centric solutions.

Benefits

Competitive salary

Flexible hybrid working

Private healthcare

Discounted gym memberships

Qualifications

• Proven experience leading operational teams in regulated financial services or fintech.
• Strong knowledge of fraud, disputes, and complaints handling.
• Experience working cross-functionally with compliance and technology teams.

Responsibilities

• Lead the management of fraud, disputes, and complaints teams.
• Drive continuous improvement and enhance customer experience.
• Ensure compliance with regulatory requirements and internal policies.

Skills

Leadership

Communication

Analytical thinking

Stakeholder management

Job description

Direct message the job poster from Snap Finance UK

JOIN A DYNAMIC TEAM THAT'S DRIVEN TO CREATE THE IMPOSSIBLE AND MAKE THINGS HAPPEN!

We’re looking for a decisive, customer-focused Customer Experience & Outcomes Manager to turn complex fraud, dispute, and complaint cases into clear, fair, and timely resolutions. You’ll lead teams to deliver outcomes that balance customer satisfaction with regulatory compliance, while driving continuous improvement across processes. Working cross-functionally, you’ll ensure initiatives are delivered on time, within budget, and with measurable impact on both operational performance and customer trust.

Who are we and what do we do?

Snap Finance UK is a rapidly growing FinTech company focused on digital disruption and inclusivity in the financial services industry. Snap’s proprietary technology platform and decisioning algorithms are changing the face and pace of consumer retail finance. Our use of technology has been recognised and Snap has recently been awarded the UK's Best Use of Technology in Consumer Lending at the Credit Awards 2024. Snap has a strong, supportive culture and is dedicated to its customers, retail partners, and its people who are at the heart of our business. Snap Finance UK was established in 2017 and is based in Milton Keynes, with the backing of its parent company, founded in the United States in 2012.

Check out our careers page here: www.snapfinance.co.uk/careers

Reporting to: Head of Operations

Location: Crownhill, Milton Keynes / Hybrid Working (3 days a week in office)

Hours: Monday – Friday - 37.5 hours a week.

Your key responsibilities will include:

• Support the Head of Operations by leading the day-to-day management of fraud, disputes, and complaints teams, ensuring efficient, fair, and consistent customer outcomes.
• Translate operational complexity into clear strategies that enhance customer experience and trust across key resolution areas.
• Drive continuous improvement by identifying root causes and implementing process and service enhancements based on data and customer insights.
• Ensure all activities comply with regulatory requirements, internal policies, and risk management standards.
• Collaborate with stakeholders across compliance, risk, customer insights, and technology to improve operational effectiveness and customer journeys.
• Monitor performance metrics and report on customer satisfaction, resolution quality, and operational efficiency to the Head of Operations.
• Manage escalations and sensitive cases, ensuring appropriate action and senior visibility where required.
• Deliver key initiatives and improvements on time, within budget, and aligned to business and customer objectives.

What we’re looking for:

• Proven experience leading operational teams in a regulated financial services or fintech environment.
• Strong knowledge of fraud, disputes, and complaints handling, with a focus on fair customer outcomes.
• Understanding of regulatory requirements (e.g. FCA, FOS, consumer duty) and risk management.
• Track record of driving operational improvements using data, customer insights, and root cause analysis.
• Strong stakeholder management and communication skills, including reporting to senior leadership.
• Experience working cross-functionally with compliance, risk, tech, and customer insight teams.
• People leadership experience with the ability to build, coach, and motivate high-performing teams.
• Analytical thinking and use of data to drive decisions and improvements

What’s in it for you?

Joining Snap Finance means becoming part of a forward-thinking, ambitious, and supportive team. We offer:

• Competitive salary and opportunities for professional growth.
• Flexible hybrid working arrangements to balance your work and personal life.
• Access to our comprehensive benefits package, including private healthcare, discounted gym memberships, and more.
• A collaborative and innovative work environment where your ideas and contributions make a real difference.

If you feel as though you meet our requirements and are looking for your next challenge, then simply press ‘APPLY’ and upload your up-to-date CV and cover letter for the position.

Snap Finance is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record and credit check.

Due to the high volume of applications, if you do not hear from us within 15 days then take it that on this occasion you have not been successful.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

Referrals increase your chances of interviewing at Snap Finance UK by 2x

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