Group Customer Outcomes Manager

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Our Group Functions provide the services that all areas of the business need. This requires a talented and diverse team behind the scenes, who enable everyone at L&G to do what they do best. 

Joining us means helping to improve the lives of our customers and contributing to the success of the business every day.

We’re recruiting for a Group Customer Outcomes Manager to join us. We’re offering a competitive base salary. 

At L&G, we’re committed to delivering good outcomes for our customers and embedding Consumer Duty across everything we do. We’re looking for a Group Customer Outcomes Manager to help us shape and maintain a culture that puts customers first, ensuring we meet regulatory expectations and deliver meaningful change.

What you’ll be doing:

• Supporting the Group Head of Customer Outcomes in embedding Consumer Duty across the Group
• Delivering and maintaining the Consumer Duty culture plan in collaboration with HR and business units
• Creating and presenting Customer Outcomes Monitoring MI reports for senior governance forums
• Producing the Group Board Annual Consumer Duty Report in partnership with business units and Conduct Risk
• Acting as a Vulnerable Customer champion, ensuring fair treatment and appropriate support tools are in place
• Providing subject matter expertise on Consumer Duty queries across the Group
• Collaborating with Group and Divisional Conduct Risk teams to align with FCA guidance
• Coordinating the Customer Outcomes Forum, including agenda setting, minute taking and deep dive analysis

Who we’re looking for:

• Expert understanding of Financial Services Regulation and Consumer Duty
• Experience working in Financial Services, ideally within large, complex organisations
• Strong communication skills, with the ability to convey complex insights to varied audiences
• Proven ability to drive improvement and deliver results
• Experience managing multiple stakeholders with differing priorities
• Ability to develop standards and frameworks that support regulatory compliance
• Strong judgement and analytical skills, with a focus on customer outcomes
• A collaborative and flexible approach to change and continuous improvement

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.