Customer Outcomes Lead - #147900

Policy Expert – Customer Outcomes Lead

Are you ready to transform the insurance industry?

Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.

Having achieved rapid growth since being founded in 2011, we've won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK's No.1-rated home insurer by Review Centre since 2013.

Hear from our team about what it's like working at Policy Expert

Your Responsibilities

At Policy Expert, we're committed to putting our customers at the heart of every decision. Delivering fair, consistent, and positive outcomes is essential for regulatory compliance and for building lasting trust as brand. As our Customer Outcomes Lead, sitting within the Customer & Marketing team, you'll shape how we embed these principles across the business, ensuring that every customer interaction reflects our commitment to fairness and transparency. If you're passionate about doing what's right for customers and want to help us raise the bar in how we deliver great outcomes, we'd love to hear from you.

This role will be supported by a Customer Outcomes Manager (to be recruited) and will lead the future growth of the Customer Outcomes team as the business and customer needs grow.

Consumer Duty outcome expertise & compliance

• Be the subject matter expert and champion across the business to engrain the overarching principles and outcomes of Consumer Duty and ensures our treatment of customers aligns to the cross-cutting rules and our internal strategic customer outcomes.
• Design and implement measurement frameworks and processes for assessing these outcomes, producing high-quality reporting and insights for Executive Committee and Board as the primary assurance in governance fora.
• Work with senior stakeholders across the business to produce Policy Expert's Annual Consumer Duty Report - continuously improving the methodology and presentation and responding to compliance and other stakeholder feedback.
  
  

Customer outcome strategy & governance

• Champion the delivery of good customer outcomes across all areas of the business, in line with regulatory expectation and our internal values, ensuring the customer perspective is considered in all policies, processes, and product changes.
• Translate regulatory obligations into actionable group-level guidance, processes and policies, ensuring clarity and accountability across functions.
• Responsibility for Policy Expert's planning, implementation and adherence against FCA's Vulnerability Guidance, as well as any other necessary/relevant thematic reviews, deep dives, and risk assessments that identify outcome gaps or vulnerabilities.
• Oversee remediation plans and ensure learnings are shared and embedded across the business.
  
  

Customer experience analysis, insights & continuous improvements

• Develop a new Voice of the Customer methodology and programme to effectively use data, including complaints analysis, and customer feedback, to identify risks to fair outcomes and areas for improvement across the customer journey.
• Through the Customer Outcomes Manager, establish repeatable thorough analysis on online journeys using analytics tools, to ensure human oversight across online customer behaviour and feedback versus standards and expectations.
• Work with relevant stakeholders across teams and functions to implement enhancements that address root causes of identified issues and drive better experiences and outcomes.
• Develop and evolve MI dashboards and reporting to monitor performance and influence business decisions.
  
  

Cross-functional collaboration & influence

• Build close working partnerships with Customer Success, Compliance, Operations and Claims to collaboratively deliver with Customer & Commercial on united outcome responsibilities, ensuring clarity of actions and ownership.
• Support training and awareness initiatives to embed customer outcome thinking into the day-to-day operations of all teams and drive cultural and behavioural change to ensure a proactive approach to customer outcomes.
• Present findings and recommendations to senior leaders and governance forums with clarity and impact.
  
  

Who are you:

Customer-first mindset

You're passionate about delivering good customer outcomes and understand the role they play in long-term business success.

Analytical & insight-driven

You're confident interpreting data, trends, and feedback to identify actionable improvements, without losing sight of the bigger picture.

Collaborative & Influential

You work effectively across teams and functions, helping others understand complex concepts and championing a collective commitment to fairness and transparency.

Regulation SME

You have a strong understanding of Consumer Duty and other customer outcome-focused regulations, along with knowledge and initiative to institute process, action and reporting to evidence regulatory compliance.

To be a suitable candidate, you'd need to evidence experience in:

• Interpreting and applying regulatory guidance related to customer outcomes (e.g., Consumer Duty, vulnerable customers)
• The development of frameworks that assess and evidence fair customer outcomes.
• Working cross-functionally to influence product, service, or process improvements.
• Using data and insight to identify customer behaviour and risks and deliver measurable improvements.
• Preparing and delivering high-quality reports and insights to senior stakeholders and governance forums.
• Managing teams to high standards with a focus on continuous improvement.
  
  

Benefits:

This role will be based in our London office in a 50/50 Hybrid mode

We match your pension contributions up to 7%

Private medical & Dental cover

Learning budget of £1,000 a year + Study leave (with encouragement to use it)

Enhanced maternity & paternity

Travel season ticket loan

Access to a wide selection of London O2 events and use of a Private Lounge

Employee Wellbeing Programme

Prayer room in office



What We Stand for and Next Steps

"We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual's skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment"

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.

We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.

Useful links:

Glassdoor | Trust Pilot | Best Companies