Customer Outcomes Manager

About the role

The Customer Outcomes Manager will lead how Octopus Money supports clients through vulnerability, bereavement, and life’s hardest moments – building and continuously improving the kind of service we’d want our own families to receive.

That means balancing empathy with operational rigour, questioning whether we're doing enough for clients, and having the courage to improve things when we can do better.

This is a unique dual role – part strategic and part hands-on. You'll own the frameworks, processes and governance that underpin great customer outcomes, while also working directly with clients and handling complex cases.

You'll begin by embedding this approach in our Execution Only investing proposition, then expand it across all client-facing areas of the business.

This is not a Compliance role. Compliance defines what we need to achieve, but you will own how we deliver it in practice by building capability across the business.

About you

You have first hand experience supporting clients through some of life's hardest moments. You see beyond the process to the person.

You're comfortable wearing multiple hats at once: for example, working through the detail of a complex client case while you build a framework that stops the next one going wrong. 

You set a high bar for yourself and others and can prove the difference you’ve made, not just describe it.

You’re energised by making things simpler, and you thrive in fast-paced environments with high levels of individual accountability.

Key responsibilities

Vulnerable clients

• Own and continuously improve Octopus Money's approach to supporting vulnerable clients
• Develop practical frameworks, guidance and quality standards, and evidence that they're being applied consistently
• Personally manage and review cases to identify opportunities for improvement
• Lead quality assurance, case reviews and management information to drive better customer outcomes
• Build capability across the business through training, coaching and the Vulnerable Client Working Group
• Embed vulnerability considerations into products, services and operational change

Bereavement

• Own and continuously improve our end-to-end bereavement service, including its service standards and turnaround times
• Manage bereavement cases and act as the escalation point for complex situations
• Maintain our operating model, guidance and service standards
• Develop specialist capability, oversee service quality, and use insight to improve the client journey

Champion of customer outcomes

• Be the go-to expert on vulnerable clients, bereavement and other sensitive client situations
• Champion customer outcomes across the business, so great support becomes part of how everyone works
• Influence change and ensure customer outcomes are considered in new products, services and operational changes

What you'll bring

• Significant hands-on experience supporting vulnerable clients and/or leading bereavement services within a regulated financial services environment
• A track record designing or improving operational processes and service frameworks
• Experience using QA, case reviews and MI to spot trends and drive outcomes
• Experience building capability through coaching and training
• Experience translating regulatory requirements into practical operational processes

Base salary: £55,000-£65,000 depending on experience + benefits