Customer Outcomes Manager

The Nottingham; East Midlands; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading mutual organisation is seeking a Customer Outcomes Manager to lead a team focused on conduct risk and improving customer outcomes. This role involves overseeing quality assurance processes, embedding Consumer Duty, and producing insightful reports. The ideal candidate will have expertise in conduct risk and a strong focus on customer journeys. This position offers hybrid working arrangements in Nottingham, emphasizing a commitment to diversity and community engagement.

Benefits

Annual discretionary bonus scheme

Medicash healthcare scheme

29 days annual leave plus bank holidays

Enhanced family leave

Personal and professional development

Friendly and inclusive culture

Health and wellbeing support

Paid leave for volunteering

Qualifications

• Deep knowledge of Consumer Duty and regulatory conduct standards.
• Strong understanding of customer journey evaluation and QA frameworks.
• Skilled at interpreting data and feedback.
• Proven ability to lead and coach specialist teams.
• Highly organised and detail-focused.
• Track record of delivering measurable improvements.

Responsibilities

• Lead a team to drive fair customer outcomes.
• Oversee Quality Assurance and Training & Competency frameworks.
• Champion the embedding of Consumer Duty.
• Conduct thematic customer outcome reviews.
• Serve as secretariat to the Customer & Conduct Risk Committee.
• Produce clear reporting highlighting risks.

Skills

Conduct risk expertise

Customer outcomes focus

Analytical mindset

Leadership & influence

Delivery-driven

Experience & impact

Job description

About The Role

New role subject to consultation

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [e-mail]

Are you passionate about delivering excellent customer outcomes and driving meaningful change? We’re looking for a Customer Outcomes Manager to lead a specialist team focused on conduct risk, supporting vulnerable customers, and continuing to embed the Consumer Duty across the organisation. In this role, you’ll ensure our customers consistently receive fair, high-quality outcomes while helping the business stay ahead of regulatory expectations.

What you’ll do:

• Lead a specialist team dedicated to driving fair customer outcomes and embedding a customer‑first, risk‑aware culture across the business.
• Own Quality Assurance (QA) framework and processes and oversee the Training & Competency (T&C) framework, making sure teams have the skills, knowledge, and confidence to deliver consistently excellent customer experiences and good outcomes.
• Champion the ongoing embedding of Consumer Duty, ensuring every customer journey reflects fairness, transparency, and high standards.
• Drive thematic customer outcome reviews, using insight and data to uncover risks, spot opportunities, and deliver actionable improvements that enhance consistency and quality.
• Play a key role in governance as secretariat to the Customer & Conduct Risk Committee (CCRC), helping shape decisions that genuinely put customers first.
• Produce clear, insightful reporting that highlights emerging risks, informs senior leaders, and fuels continuous improvement across the organisation.

About you:

• Conduct risk expertise: Deep knowledge of Consumer Duty and regulatory conduct standards, with the ability to turn these into practical actions that improve customer outcomes.
• Customer outcomes focus: Strong understanding of customer journey evaluation and QA frameworks, using insight to drive fair, compliant, and consistent experiences.
• Analytical mindset: Skilled at interpreting data and feedback to spot trends, root causes, and opportunities, informing risk reporting and continuous improvement.
• Leadership & influence: Proven ability to lead and coach specialist teams, while building strong relationships and influencing senior stakeholders to embed best practice.
• Delivery‑driven: Highly organised and detail‑focused, able to manage multiple priorities and embed continuous improvement across QA, T&C, and customer outcomes initiatives.
• Experience & impact: Track record of delivering measurable improvements in customer outcomes and embedding regulatory standards across products and journeys.

Reward & Benefits:

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full‑time roles we work a 35‑hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together:

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About us:

Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities.

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.