Senior Outcomes & Customer Value Lead

Royal London; Alderley Edge; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension scheme (up to 14%)

Private medical insurance

Job summary

Royal London is seeking a Senior Outcomes Monitoring Consultant to lead robust assessments and deep dives across pension, protection and investment propositions, ensuring good customer outcomes and fair value. You will influence senior stakeholders, deliver evidence-based insights and shape recommendations while maintaining governance standards.

In a hybrid role (Glasgow or Alderley Park), you will mentor colleagues, develop capability, and promote consistent monitoring practices across projects

Qualifications

• Strong experience in outcomes monitoring assessments, deep dives and governance reporting.
• Knowledge of Consumer Duty and FCA expectations of good/poor practice.
• Good understanding of RL propositions (Pensions, Protection, Investments, Savings, Later Life).
• Skilled in interpreting data, identifying trends and drawing clear conclusions.
• Commercially astute with the ability to shape innovative, customer focused solutions.
• Experience mentoring others and supporting capability development.
• Excellent communicator who can influence at all levels.
• Confident in challenging constructively and guiding discussions.
• Strong customer focus with a genuine passion for delivering good outcomes.
• Positive, proactive and collaborative approach.

Responsibilities

• Lead outcomes monitoring assessments, deep dives and thematic reviews across our pension, protection and investment propositions.
• Apply professional judgement to determine review scope, conclusions and recommendations.
• Deliver clear, evidence-based insight and challenge to senior stakeholders and governance forums.
• Influence decision making through meaningful analysis of customer outcomes and fair value.
• Conduct root cause analysis and support actions to address underlying issues.
• Provide customer outcomes expertise across projects, proposition developments and regulatory initiatives.
• Represent Outcomes Monitoring within cross-functional forums and stakeholder discussions.
• Respond to complex customer outcomes and regulatory enquiries.
• Partner with the Rectifications team to ensure solutions align with proposition requirements and customer needs.
• Mentor colleagues, develop capability and promote consistent outcomes monitoring practices.
• Share best practice and contribute to continuous improvement across the team.
• Identify, manage and escalation customer outcomes risks in line with the Risk Management System.
• Maintain robust documentation, rationale and reporting to support governance and first-line assurance.

Skills

Outcomes monitoring

Governance reporting

Data interpretation

Stakeholder influencing

Mentoring

Effective communication

Consumer Duty knowledge

Job description

Royal London is seeking a Senior Outcomes Monitoring Consultant to lead robust assessments and deep dives across pension, protection and investment propositions, ensuring good customer outcomes and fair value. You will influence senior stakeholders, deliver evidence-based insights and shape recommendations while maintaining governance standards.

In a hybrid role (Glasgow or Alderley Park), you will mentor colleagues, develop capability, and promote consistent monitoring practices across projects