Workplace Propositions - Senior Manager Customer Outcomes and Data

Job title: Senior Manager Customer Outcomes and Data

Location: Edinburgh

Salary: Pay Group 3/F

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 for a Senior Manager to lead the team that have responsibility for regulatory reporting, such as consumer duty and our independent governance committee.

We're looking for someone with relentless focus and passion for ensuring good customer and member outcomes across the Workplace Savings Proposition, through active and proactive management of customer experiences, product end to end journeys, customer outcomes and consumer duty commitments.

Our Senior Manager will use data and insight to actively manage the overall member portfolio, including ongoing proposition risk management. You'll also hold responsibility for our Independent Governance Committee, trustee reporting and evolving the data environment to deliver against these.

What you’ll be doing:

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

• Leadership and line management of a team of specialists, active member of the Senior and Extended Propositions Leadership teams.

• 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.

• Primary owner and deputy chair of Workplace Customer Product Committee as central governance control for both ongoing proposition management and customer outcome elements of proposition design and change.

• Primary point of engagement for Risk partner relationship.

• Responsibility for identifying and developing internal customer outcome reporting (including Consumer Duty reporting), ensuring insight is usable and effective in ensuring and assuring good customer outcomes

• Responsibility for 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!