Customer Outcomes Manager

Are you passionate about ensuring customers are at the heart of business decisions? Do you thrive in a role that combines regulatory understanding with a proactive approach to improving customer outcomes? AXA Partners is seeking a dedicated Customer Outcomes Manager to lead our efforts in delivering fair, transparent, and customer-centric solutions across the UK&I region. This is an exciting opportunity to shape the future of customer experience within a dynamic, inclusive organization committed to making a real difference. About the Role: As a Customer Outcomes Manager, you will play a crucial role in monitoring and enhancing how we serve our customers. Working closely with various teams, you will ensure our products and services meet regulatory standards and truly deliver value. Your insights and leadership will help foster a culture where customer needs and fairness are at the core of everything we do. What you'll be doing: Oversee and continuously develop the customer outcome monitoring framework, ensuring it remains effective and relevant. Review customer activity regularly, identifying trends and potential risks to customer satisfaction. Investigate adverse outcomes, determine root causes, and oversee remedial actions with clear reporting to stakeholders. Provide insights and recommendations to improve policies, processes, and controls to enhance customer experience and reduce conduct risk. Facilitate discussions with teams across the organization to identify and address actual or potential customer harm. Design and manage MI dashboards to track key indicators of customer outcomes, using data to inform decision-making. Ensure all activities align with FCA’s Consumer Duty, treating customers fairly and prioritizing their needs. Act as the voice of the customer, championing their interests in strategic and operational discussions. Support regulatory compliance by maintaining documentation, conducting gap analyses, and implementing action plans. Lead and develop a high-performing team, fostering a culture of continuous improvement and inclusion. Collaborate on cross-functional projects and support regulatory change initiatives. Participate in business development and customer-centric initiatives to enhance service delivery. ​ ​What you'll bring: Proven experience (3-5 years) in a customer-focused, governance, or compliance role, ideally within financial services or insurance. Strong understanding of UK financial regulations, including FCA’s Consumer Duty and Treating Customers Fairly principles. Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights. Proficiency in MS Office tools such as Excel, Word, and PowerPoint. Exceptional communication skills, comfortable engaging with stakeholders at all levels. Ability to manage multiple projects efficiently in a fast-paced environment. A collaborative mindset with a passion for fostering diversity and inclusion. Demonstrated leadership skills, with experience motivating and developing teams. As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. What we offer ​ At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Competitive Salary up to 60k depending on experience 25 days rising to a maximum of 27 days (based on a 5 day week) Hybrid working with two home working days per week Retail Discounts Company Shareplan /Scheme & Loan Cycle2Work Scheme Discounted Home Insurance Employee Assistance Scheme Dr@Hand Discounted Gym Membership Free Financial Education/Pension Seminars To apply, click on the ‘apply’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa Who we are:​ ​ We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract) ​ ​#LI-UK