Customer Outcomes Manager

Nucleus Financial Platforms group; Remote; GBP 50,000 - 70,000; Full time

Job summary

A financial services company in the UK is looking for a Customer Outcomes Manager to enhance customer satisfaction and drive positive change. The role involves analyzing feedback, designing focus groups, and managing key relationships to inform decisions. The ideal candidate will have experience in data analysis and public speaking, with strong skills in communication and stakeholder engagement. This is a full-time remote role focusing on customer-centric initiatives.

Benefits

Non-contributory pension

Bonus

Enhanced parental leave

Health and wellbeing initiatives

Flexible working options

Qualifications

• Proficiency in survey design and software.
• Full working knowledge of key regulation and FCA guidance.
• Ability to manage large data sets to define customer segments.

Responsibilities

• Collect and analyze customer feedback to improve outcomes.
• Design and facilitate customer focus groups.
• Oversee Trustpilot strategy and manage stakeholder relationships.

Skills

Customer feedback analysis

Public speaking

Data analysis

Stakeholder management

Collaboration

Education

Degree in a relevant field

Tools

Microsoft Excel

SurveyMonkey

PowerPoint

Job description

*This is a remote role and we are open to applications from candidates based in the UK

The primary purpose of the Customer Outcomes Manager is to actively seek, react and respond to customer feedback to assess sentiment and drive positive, customer focused change across the Nucleus Group. This is done via a series of insight mechanisms including; analysis of internal data, design and facilitation of customer focus groups and oversight of external platforms where sentiment is gathered (for example, Trustpilot).

The Customer Outcomes Manager is also an attendee of key Nucleus committees (Customer Outcomes Committee) where feedback and challenge can be provided to ensure customer outcomes are considered in decision-making forums. The Customer Outcomes Manager will also play an integral role in Consumer Duty activities and chair the customer outcomes sub working groups to track and monitor the CD fixes across all outcomes and be a key contributor to the Product Governance Working Group, Nucleus Consumer Support, Culture and Vulnerable Customer steering groups and attendance (where required) to all other consumer duty committees.

As a customer champion the Customer Outcomes Manager needs to be values led, a confident public speaker, and customer focussed to help maintain a balance between commercial benefit and customer outcomes. People skills are a definite must-have.

Key Accountabilities

• Collect, collate and analyse internal data to provide Customer Outcomes Dashboards to the Nucleus Customer Outcomes Committee.
• Collect, collate and analyse internal data to create the Product Governance Working Group pack.
• Work closely with the Product Governance and Conduct Monitoring teams and provide support where required.
• Work with frontline teams to utilise technology (telephony, ecomms and website)including Puzzel and Capturito create and analyse feedback mechanisms for customers.
• Oversee Trustpilot strategy, support relationship and reporting for all Nucleus entities attending monthly meetings with all relevant stakeholders and operational teams.
• Work with Marketing pre and post platform migration to understand sentiment scores and outcomes for customers in a crucial time of business change.
• Design, facilitate and analyse customer focus groups with actual Nucleus customers to provide qualitative feedback and bring customer experience to life.
• Responsible for reporting monthly customer outcome business KRI’s on Logic gate and feed into monthly COO reporting.
• Understand and manage Nucleus customer segmentation profiles both existing and our target market.
• Active stakeholder in key committees and steering groups to provide a customer lens of business decision making.
• Seek out, summarise and report on external customer research to feed into Nucleus non-advised and vulnerable customer strategies
• Work with external stakeholders including industry groups to design and facilitate customer research projects, input into best practice design and build customer confidence in Nucleus.
• Responsible for managing their own delegated workload ;they will have the opportunity to prioritise activity and make decisions to effectively manage events and issues to resolution
• Excellent written and verbal communication skills, with the ability to present findings and insights in a clear and concise manner
• Proficiency in Microsoft Excel and PowerPoint
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment
• Strong attention to detail and a high level of accuracy in work output
• Positive attitude, self-motivated, and willingness to learn and adapt to new challenges
• Collaboration and facilitation skills and building strong relationships
• Confidence to speak directly with customers across all Nucleus entities
• Working knowledge of MRS code of conduct
• Ability to self-manage projects end to end

Knowledge and Experience

• Proficiency in survey design and software (i.e. SurveyMonkey)
• Full working knowledge of key regulation and FCA guidance including FG22/5 Consumer Duty, FG21/1Fair Treatment of Vulnerable Customers, Equality Act2010and GDPR
• Working knowledge of segmentation strategies and handling large data sets to define and understand key customer segments
• Knowledge of the financial services industry, including products, providers, and market trends
• Managing internal and external stakeholders

A little about us

We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.

Please note this is an office based role due to the nature of the tasks, this is not subject to hybrid model.

If you’d like to find out more about us or the role, please get in touch with our recruitment team.

Values and Behaviours

• Positivelydemonstratethe Nucleus values and behaviours
• Ensure compliance with Code of Conduct at all times