Customer Outcomes Insight Manager

Motability Operations Ltd; City of Edinburgh; On-site; GBP 60,000 - 90,000; Full time

Job summary

Motability Operations Ltd is seeking a customer insight & analytics specialist to lead the design and delivery of an outcomes insight programme that demonstrates customers understand MO products, services and communications. The role sits in the Customer Insight & Analytics team and reports to the CX Insight Lead.

You will work closely with Legal & Compliance, In-life Customer Service, Operations, Finance, Marketing Communications, CX and Tech to bring together customer research, behavioural

Responsibilities

• Design, deliver and continuously improve MO’s customer outcomes insight programme, ensuring it provides reliable evidence of customer understanding and customer outcomes.
• Lead and deliver customer-understanding testing of key customer communications, including renewal communications, product information, statements of responsibility, mileage warnings, digital content, calculators and customer-support information.
• Assess whether customers understand important product features, potential costs, risks, available choices and the actions they may need to take.
• Develop and maintain a structured programme of pre-launch and post-launch communication testing, using appropriate qualitative, quantitative and behavioural research methods.
• Lead and deliver research into the outcomes experienced by customers across the full lifecycle, including application, onboarding, in-life support, changes in circumstances, end of lease, charges, vulnerability, forbearance and complaints.
• Provide customer evidence to support the Responsible Lending and Consumer Duty Outcomes Monitoring Framework and Motability Operations’ assessment of the four Consumer Duty outcomes: Products and Services, Price and Value, Consumer Understanding and Consumer Support.
• Identify gaps in customer understanding, patterns of customer behaviour and early indicators of potential or emerging customer harm.
• Evaluate whether customer interventions are effective, including whether warnings, communications, calculators, support journeys and other actions change customer understanding or behaviour.
• Work with Data Science, Analytics and operational teams to connect research findings with behavioural and outcome data.
• Design and deliver research that explores the experiences of different customer groups, including customers with characteristics of vulnerability and customers at greater risk of financial difficulty or unexpected charges.
• Ensure research is inclusive and accessible, reflecting the communication and support needs of MO’s diverse customer base.
• Produce regular customer-outcomes and customer-understanding reporting, clearly explaining the strength of the evidence, emerging themes, risks and recommended actions.
• Establish appropriate customer-understanding measures, benchmarks and indicators that can be tracked over time and incorporated into Consumer Duty and responsible lending reporting.
• Translate complex research and data into clear, engaging insight for operational teams, senior leaders and governance forums.

Job description

Leading the design and delivery of customer outcomes insight across MO, you will provide robust evidence that customers understand our products, services and communications and that MO are delivering good outcomes throughout the customer lifecycle.

Working as part of the Customer Insight & Analytics team and reporting to the CX Insight Lead, you will be responsible for designing and delivering a programme of insight and research that supports MO’s Consumer Duty, responsible lending and product governance obligations.

You will lead research into customer outcomes and customer understanding. This will include, but not limited to, reviewing existing HEARTbeat (Voice of Customer real-time feedback) programme, developing customer understanding research programme utilising Headlight Customer Panel and support monitoring and reporting of outcomes initially focused on revised mileage proposition and other areas where there is a foreseeable risk of customer harm.

This will include testing whether customers understand key information such as mileage allowances, potential excess mileage charges, affordability considerations, available support and the actions they can take during their lease.

The postholder will work closely with Legal & Compliance, In-life Customer service and Operation Teams, Finance, Marketing Communications and CX team, Tech teams and wider Customer Insight & Analytics colleagues to bring together customer research, behavioural evidence, operational data and management information. This evidence will be used to assess whether customer communications and interventions are effective, identify emerging risks and recommend improvements.

The postholder will establish repeatable approaches for testing customer understanding before and after communications are introduced. This will include qualitative and quantitative research, comprehension testing, behavioural analysis, surveys and targeted research with customers who may be vulnerable or at greater risk of experiencing poor outcomes.

Key to the role will be to ensure that research findings are translated into clear, timely and actionable insight. The postholder will support the Responsible Lending and Consumer Duty Outcomes Monitoring Framework, product and communication reviews, governance reporting and decisions about customer interventions.

As subject-matter expertise on customer understanding and customer-outcome research, the postholder will influence stakeholders to adopt evidence-based approaches and ensuring research remains robust, inclusive and aligned with regulatory expectations.

You will support the Head of Customer Insight & Analytics and the Customer Experience Insight Lead in embedding a culture in which customer outcomes are actively monitored, emerging harm is identified early and customer evidence is used to improve products, services, communications and support.

Main responsibilities

• Design, deliver and continuously improve MO’s customer outcomes insight programme, ensuring it provides reliable evidence of customer understanding and customer outcomes.
• Lead and deliver customer-understanding testing of key customer communications, including renewal communications, product information, statements of responsibility, mileage warnings, digital content, calculators and customer-support information.
• Assess whether customers understand important product features, potential costs, risks, available choices and the actions they may need to take.
• Develop and maintain a structured programme of pre-launch and post-launch communication testing, using appropriate qualitative, quantitative and behavioural research methods.
• Lead and deliver research into the outcomes experienced by customers across the full lifecycle, including application, onboarding, in-life support, changes in circumstances, end of lease, charges, vulnerability, forbearance and complaints.
• Provide customer evidence to support the Responsible Lending and Consumer Duty Outcomes Monitoring Framework and Motability Operations’ assessment of the four Consumer Duty outcomes: Products and Services, Price and Value, Consumer Understanding and Consumer Support.
• Identify gaps in customer understanding, patterns of customer behaviour and early indicators of potential or emerging customer harm.
• Evaluate whether customer interventions are effective, including whether warnings, communications, calculators, support journeys and other actions change customer understanding or behaviour.
• Work with Data Science, Analytics and operational teams to connect research findings with behavioural and outcome data.
• Design and deliver research that explores the experiences of different customer groups, including customers with characteristics of vulnerability and customers at greater risk of financial difficulty or unexpected charges.
• Ensure research is inclusive and accessible, reflecting the communication and support needs of MOs’ diverse customer base.
• Produce regular customer-outcomes and customer-understanding reporting, clearly explaining the strength of the evidence, emerging themes, risks and recommended actions.
• Establish appropriate customer-understanding measures, benchmarks and indicators that can be tracked over time and incorporated into Consumer Duty and responsible lending reporting.
• Translate complex research and data into clear, engaging insight for operational teams, senior leaders and governance forums.