Customer Outcomes Manager

Octopus Money; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working (3 days in the office)

18 days a year working from anywhere

Performance-based bonus

Company pension

Private medical insurance

Enhanced parental leave

Birthday day off

Supportive team

Opportunity to help people improve

Job summary

Octopus Money is seeking a Customer Outcomes Manager to lead how we support vulnerable clients, including bereavement, and to build practical frameworks that improve the client journey while balancing empathy with rigor.

You'll own governance and training, manage complex cases, and embed improved customer outcomes across products and operations, working in a fast-paced, regulated financial services environment with strong accountability.

Qualifications

• Significant hands-on experience supporting vulnerable clients and/or leading bereavement services within a regulated financial services environment.
• Experience designing or improving operational processes and service frameworks.
• Experience using QA, case reviews and MI to spot trends and drive outcomes.

Responsibilities

• 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.
• 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.
• 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.

Job description

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

• 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

We want people to grow here, to feel supported and to feel proud of the impact they make!

You’ll get

• Hybrid working with 3 days in the office each week (Tuesday - Thursday)
• 18 days a year working from anywhere (for non regulated roles)
• Performance-based bonus
• Company pension
• Private medical insurance
• Enhanced parental leave
• Birthday day off
• A supportive team who care about what they do
• The chance to help people improve their lives

Please note, as a regulated business we are required to run background checks for all employees which covers adverse financial and unspent convictions. These will only take place upon a successful job offer.

We believe in equal financial education for everybody, no matter their background. The same goes for opportunities within our team. We pride ourselves on building an inclusive working environment where diversity is celebrated.

We do not and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Unfortunately we are unable to sponsor candidates and require a valid right to work in the UK

We are committed to providing a fair and accessible recruitment process. If you have a disability or long-term health condition, please let us know if there are any reasonable adjustments you may need to assist you with your application or during the interview stage.

If you require any reasonable adjustments as part of the application process please state here, alternatively you can leave it blank. You will have another opportunity to state any adjustments if you are invited to interview.