Customer Outcomes Manager (Insurance – FCA/PRA, Consumer Duty)

Role: Customer Outcomes Manager (Insurance – FCA/PRA, Consumer Duty)
Start: January 2026
Duration: 3 months (inside IR35). 31st March 2026 end date
Location: Remote. Monday to Friday, 9am – 5pm
This is an exciting opportunity for an engagement with one of our leading Motor Insurance client through a key consumer duty and customer outcomes initiative, working remotely through Deloitte on a 3 month contract starting in January 2026. We are seeking a Junior and Senior level experienced Customer Outcomes Manager to support one of our major motor insurance clients in strengthening their Consumer Duty framework and improving customer experience across the organisation. This role sits within the first line of defence and plays a key part in ensuring customer outcomes are monitored, evidenced, and continuously improved across multiple business areas.
To be successful, you must have current experience within the UK insurance sector and hands-on involvement in Customer Outcomes / Consumer Duty / Conduct Risk roles within a regulated entity.
The Role
This role is responsible for driving compliance with Consumer Duty requirements, overseeing customer outcome monitoring, and supporting business leaders with insight, governance, and actionable recommendations. You will work closely with internal functions and outsourced partners to gather customer metrics, challenge where required, and help shape methodologies that ensure fair value and good outcomes for all customers. You’ll also support committee governance, reporting, stakeholder engagement and provide constructive challenge across the business relating to customer impact.
Key Responsibilities
Customer Outcomes & Consumer Duty:
Support First Line responsibility for Consumer duty and ensure compliance across the business
Manage compliance with the Consumer Duty outcomes and FCA cross cutting rules
Production of monthly Customer Outcome monitoring:
Liaise with the clients functions to gather the required data
Review performance in line with thresholds
Highlight actions where metrics are operating outside of appetite and drive root cause analysis to understand and propose action.
Support the Customer committee by building content for the Committee and supporting the Chair in minute taking and action tracking
Customer Committee:
Ensure all papers are submitted to a high quality and on time
Review and issue minutes
Action tracking
Ensure that all responsibilities in the TOR are adhered to
Drive tangible improvements for the customer by:
Developing positive relationships with outsource partners, working with them to ensure good customer outcomes
Supporting appropriate Board level customer reporting which ensures that Board focusses on consumer outcomes
Working with stakeholders to monitor the performance of customers with vulnerable or potentially vulnerable characteristics, collecting evidence of how we ensure good outcomes and being able to demonstrate this
Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value.
Ensure any risk events that impact customer are reported and actions plans developed and learnings embedded.
Supporting oversight of key customer communications, identify continuous improvement.
Identify themes and trends from customer monitoring and provide recommendations for improvements in underwriting, pricing, claims etc.
Oversight:
Oversight of Markerstudy Group with respect to the customer related activity that is carried out on our behalf.
Raise any issues on a day to day level and raise any material issues to Leadership.
Support completion of monthly governance report which assesses supplier compliance with the Binding Authority Agreements with respect to customer.
Assessment of new customer focussed propositions and feedback.
Support oversight of Distribution Governance, Broker Audits and assessments of fair value to customer from commission and fees
Other responsibilities:
Foster a customer centric culture in the business, facilitate training where necessary so that colleagues understand their part to play
Attend and contribute to forums as required
Support the CUO and Head of Pricing, Performance & Customer by supporting and managing customer related initiatives
Ensure that the Consumer Duty requirements are met and keep up to date with regulatory developments in this area
Support on Board papers, Exco papers, Risk Committee, Underwriting Pricing and Product committee and ORSA reports as required.
Required Skills & Experience (Must-haves)
Minimum 2 years’ experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements.
Insurance experience is required.
Experience of prior engagement with FCA and PRA.
Excellent understanding of risks faced within a delegated environment.
A good understanding of consumer duty.
Customer focused thinking.
Knowledge of the regulatory and compliance legislation which governs the conduct of insurance business.
Good relationship building skills.
Good communication skills – both verbal and written.
An understanding of the three lines of defence model.
Desirable Skills / Experience:
University Degree or other relevant professional risk based qualification
Apply now
If you have strong Consumer Duty / Conduct Risk experience within Insurance and enjoy shaping customer outcomes frameworks, we’d love to hear from you.