Customer Outcomes & Conduct Manager

Leeds Building Society; Leeds; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial institution in the UK seeks a Customer Outcomes and Conduct Manager to monitor customer outcomes and implement effective Consumer Duty controls. The ideal candidate will have a strong understanding of regulatory risks, excellent communication skills, and experience working in multi-disciplinary teams. Enjoy hybrid working and an annual bonus of up to 12% along with other attractive benefits. Join a purpose-driven culture dedicated to supporting home ownership for more people.

Benefits

Annual bonus of up to 12%

Matched pension contributions up to 10%

26 days holiday plus bank holidays

Colleague Mortgage and Saver products

2 days' volunteering per year

Qualifications

• Detailed understanding of regulatory and customer focused risks.
• Ability to analyse information and produce MI reports.
• Strong attention to detail and well organized.

Responsibilities

• Monitor and improve customer outcomes.
• Ensure Consumer Duty controls are implemented effectively.
• Work closely with business leaders.

Skills

Regulatory and customer focused risks understanding

Society Governance, Risk and Consumer Duty Frameworks

Data analysis and MI reports production

Building relationships with Senior Management

Influencing skills

Multi-disciplinary team experience

Excellent communication skills

Attention to detail

Self-motivation

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too – join our Customer Risk and Assurance team as a Customer Outcomes and Conduct Manager.

How you'll make a difference

You will work closely with business leaders to monitor customer outcomes, identify opportunities to improve customer outcomes and ensure appropriate Consumer Duty controls are implemented and effective.

What will you bring to the role?

• Detailed understanding of regulatory and customer focused risks (inc. MCOB, BCOB, SYSC, DISP and Consumer Duty).

• Detailed understanding of Society Governance, Risk and Consumer Duty Frameworks.
• Ability to analyse information, produce MI reports and provide insights.
• Experienced in building strong working relationships with Senior Management and SMEs.
• Effective influencing skills, able to confidently represent and advocate Divisional priorities and needs.
• Experience of working across multi-disciplinary teams.
• Excellent communication, listening and writing skills.
• Strong attention to detail and well organised; ability to prioritise, multi-task and work well under pressure.
• Self‑motivated and works well independently; capable of taking initiative without prompting.

And in return, you'll get the best from us:

Hybrid working – 2 days per week in the office

• Annual bonus of up to 12%

• Matched pension contributions up to 10%

• 26 days holiday, plus bank holidays and holiday purchase scheme

• Colleague Mortgage and Saver products

• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us?

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose‑focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

We're devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter so we can find out more about your skills and experience. We're committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us on [e-mail].

#LI-Hybrid

Hybrid working model and flexible working patterns considered for Head Office roles