Customer Outcome Manager

Job Title: Customer Outcome Manager

Location: Hybrid - Manchester 3 days per week, 2 days remote

Salary: From: £41,000

Who we are:

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

Purpose of the Role:

To lead and embed a robust Customer Outcome Testing framework that ensures customers consistently receive fair, appropriate, and compliant outcomes across all journeys, products, and services.

The Customer Outcome Manager is responsible for the strategic leadership of the Customer Outcome Testing function, overseeing outcome testing activity, assurance, governance, and reporting. The role provides independent insight, challenge, and assurance to the business, ensuring alignment with Consumer Duty, FCA expectations, and regulatory standards.

This role leads a team of Customer Outcome Testing Specialists, embedding a culture of excellence, continuous improvement, and strong risk and control ownership, while acting as a key partner to senior stakeholders across the business.

Key Responsibilities:

• Lead the Customer Outcome Testing programme, ensuring effective, risk-focused testing of customer journeys.
• Own and evolve the outcome testing methodology, tools, and prioritisation model in line with best practice, regulatory expectations, and business risk.
• Ensure testing delivers clear, actionable insight, identifying foreseeable harm, systemic issues, and poor customer outcomes.
• Lead and manage the Customer Outcome Testing Specialists, building capability, consistency, and professional standards.
• Create a high-performance culture focused on quality, learning, and impact through coaching and development.
• Establish and maintain the Customer Outcomes governance framework for monitoring, assessment, and reporting.
• Embed risk, control, and assurance disciplines into outcome testing and monitoring activity.
• Work with the Customer Outcome Analyst to ensure outcomes insight translates into clear action plans with ownership and tracking.
• Provide actionable insight and risk-based prioritisation to stakeholders to drive business change.
• Monitor regulatory developments and ensure frameworks and models remain aligned.
• Act as a key input into Senior Leadership reporting and governance forums.
• Build strong cross-business partnerships.

Requirements

• Proven experience in Customer Outcome Testing, QA, Assurance, Risk, or Governance within an FCA-regulated environment.
• Strong working knowledge of Consumer Duty, FCA regulatory expectations, and outcome-based regulation.
• Experience leading teams and delivering results through others.
• Demonstrable ability to design and operate testing, assurance, and governance frameworks.
• Strong understanding of risk, controls, and assurance models in regulated businesses.
• Excellent stakeholder management and influencing skills, including senior leadership engagement.
• Ability to balance customer outcomes, regulatory compliance, and commercial priorities.
• Strong organisational skills with the ability to manage complexity and change.

Personal Attributes:

• Outcome-focused and customer centric in decision-making.
• Influential leader who builds trust and positive working relationships
• Confident communicator who can challenge constructively at all levels
• Sound judgement in complex decisions.
• Calm and resilient in high-accountability and high-volume environments.
• Collaborative and inclusive in approach.
• Strategic thinker with strong operational grounding.
• Committed to continuous improvement and learning.

Benefits

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental wellness
• Retail Discounts – Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle

Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive