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Manager Customer Outcomes and Data

  • Posted Yesterday
  • Permanent
  • 140222
  • Edinburgh
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End date

Tuesday 19 August 2025

Salary range

£59,850 - £66,500

We support flexible working

Learn more about flexible working.

Agile Working Options

Job Share; Reduced Hours; Flexibility in when hours are worked; Hybrid Working

Job description

Job title: Manager, Customer Outcomes and Data

Location: Edinburgh

Salary: Pay Group 3E

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this opportunity:

We have a fantastic opportunity to join the Workplace Proposition team! In this multi-faceted role, you'll support the continued drive to embed and improve customer outcomes through active proposition management. This also includes supporting new proposition development, consumer duty and external engagement with the Independent Governance Committee and various trustee boards.

What you’ll be doing:

  • Passionate advocate for customer outcomes who will support the drive for cultural engagement across the Workplace business and aide embedding.

  • Supports the Snr Manager in their ownership and active management of end to end proposition customer outcomes through delivery of monthly consumer duty commitments underpinned by continuous product management, quarterly PREP reporting, annual reviews.

  • Has responsibility for identification of opportunities to improve customer outcomes or reduce risk and owns the delivery of the action.

  • Supports and actively participates in the Workplace Customer Product Committee as central governance control for both ongoing proposition management and customer outcome elements of proposition design and change.

  • Supports and drives engagement with Risk partner relationship.

  • Supports the identification and development of customer outcome reporting (including Consumer Duty reporting), ensuring insight is usable and effective in ensuring and assuring good customer outcomes.

  • Supports external reporting including Independent Governance Committee data reporting and all Trustee reporting (Eg Scottish Widows Master Trust) and for ensuring robust, automated embedded processes going forward.

What you’ll need:

  • Proposition Management – Ensuring appropriate customer outcomes through ownership and execution of consumer duty commitments and continuous product management as well as supporting development and delivery of proposition changes and developments, ensuring legal and regulatory obligations are met.

  • Customer and Market Knowledge – Customers and the context of their markets are at the heart of our proposition, therefore a deep understanding of their needs and how we engage and where Scottish Widows sit within the market are key to achieving the best outcomes for them.

  • Data and Reporting – The ability to understand and use data to support action and reporting, through creation of requirements, understanding of data sources and infrastructure, ability to undertake informed engagement on data build and ultimately to interpret and utilise data to drive appropriate action.

  • Values & Behaviours –Thinks We not Me. You'll be outstandingly collaborative with peers and colleagues across teams and this is demonstrated through your actions as well as your words. You'll want to work with others to enable the bank to win in the market with customers. You'll have proven experience delivering with care, so our teams continuously improve and our talent become the envy of competitors.

  • Prioritisation & Team Management –Experience in leading and mentoring a team. Recruits, mentors and retains top talent, encouraging a culture of risk innovation and data excellence. Able to gather, distil and prioritise multiple and often competing priorities, and allocate to team members based on their availability, skills and best fit for the project outcome.

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!
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At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

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