Senior Manager, Customer Outcomes

| Overview Skipton International are looking for a dynamic and strategic Senior Manager - Customer Outcomes to lead multiple critical customer-focused functions at Skipton International, including Customer Experience, Complaints, Ombudsman Engagement, Quality Assurance, Customer Safeguarding, and Customer Selection & Exit Management. This senior leadership role is central to protecting both our customers and our business through robust governance, regulatory compliance, ethical customer treatment, and continuous improvement. You will drive innovation and operational resilience while embedding a customer-first culture across the organisation. Key Accountabilities: Customer Experience Leadership Build and lead a dedicated Customer Experience department focused on journey optimisation, service excellence, and customer insights. Define the vision, structure, and KPIs for customer experience across all touchpoints. Drive enhancements to digital experiences and self-service platforms. Govern customer-impacting changes and lead impact assessments for new products, services, and regulatory updates. Act as the central escalation point for high-impact customer issues. Complaints & Ombudsman Engagement Lead the end-to-end complaints strategy, ensuring fair, timely, and compliant resolutions. Oversee external escalations and regulatory engagement, including with the Channel Islands Financial Ombudsman. Chair monthly customer committees to drive root cause analysis and continuous improvement. Leverage insights from feedback and complaints to inform strategic decisions. Quality Assurance & Customer Outcomes Design and embed a comprehensive Quality Assurance framework across all customer-facing functions. Monitor and audit customer interactions across voice, email, e-banking, and digital platforms. Ensure alignment with Consumer Duty and Skipton's commitment to delivering exceptional customer outcomes. Customer Safeguarding & Exit Management Lead strategies for customer selection and exit, ensuring fairness and risk-based decision-making. Implement traceable contact strategies to reconnect with disengaged customers. Governance & Reporting Provide regular reports and insights to executive leadership, board committees, and risk forums. Maintain assurance registers and documentation in line with audit and regulatory expectations. Benchmark Skipton's customer experience against industry standards and competitors. Leadership & People Development Inspire and develop high-performing teams across complaints, safeguarding, customer experience, and quality assurance. Act as the voice of the customer at executive and governance forums. Build strong relationships with regulators (GFSC, CIFO, ICO) to ensure transparency and proactive compliance. Drive a culture of customer centricity, accountability, and continuous improvement. Operational & Risk Management Ensure customer confidentiality and data integrity in line with IT and data security policies. Own and comply with all relevant risk and compliance policies. Support change initiatives to drive high performance and innovation. Requirements Essential: Proven leadership experience in customer experience, complaints, or quality assurance within financial services or a regulated environment. Strong strategic thinking and ability to influence at executive level. Deep understanding of customer journey mapping, regulatory frameworks, and service excellence. Exceptional communication and stakeholder management skills. Experience in managing multidisciplinary teams and driving cultural change. Desirable: Experience working with regulatory bodies such as GFSC, CIFO, or ICO. Familiarity with digital customer experience platforms and analytics tools. Knowledge of Consumer Duty and financial services regulation. Strong data analysis and reporting capabilities. Apply online at |
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