The Openwork Partnership
Head of Customer Outcomes
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Head of Customer Outcomes – Financial Services
The Opportunity
As Head of Customer Outcomes, you will lead and shape our customer outcomes agenda, ensuring we consistently meet FCA Consumer Duty requirements while delivering outstanding experiences throughout every stage of the customer journey. You will provide critical strategic oversight, governance, and constructive challenge across:
- Product proposition
- Distribution
- Servicing
- Customer communications
Through rigorous MI-driven analysis and insight, you will:
- Identify emerging risks and opportunities
- Drive continuous improvement
- Ensure clear evidence of strong, fair customer outcomes
This is a hybrid role, with a requirement of 3 days in the week based from our Swindon office.
The Benefits
- Salary: £75,000 – £95,000
- Car allowance: £5,486
- Bonus scheme: On-target bonus (OTB) of 17.5%
- Pension: Contribute up to 5% of salary, with Openwork matching and adding 5% (total 10%)
- Critical illness cover
- Income protection
- Death in service: 4x salary
- Holiday: 27 days + bank holidays
- Additional holiday buy: Up to 10 extra days
- Flexible benefits package, including:
- Private medical insurance
- Dental insurance
- And much more
Key Accountabilities
Strategic Leadership & Compliance
- Develop and maintain a robust customer outcomes framework for evidence-based assessments across the entire customer journey.
- Produce and present high-quality management information (MI) and reporting to demonstrate compliance with FCA Consumer Duty, with a focus on fair outcomes for vulnerable customers.
- Ensure strong oversight and MI to support the annual Board attestation on Consumer Duty.
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Governance & Improvement
- Lead and chair the Customer Outcomes Forum (and supporting governance), driving the identification of risks and timely improvement actions.
- Chair related governance forums to drive accountability and independent challenge.
Subject Matter Expertise
- Provide independent challenge on products, advice, services, and customer communications as a subject matter expert.
- Champion a customer-centric culture, fostering cross-functional collaboration within the business.
Team Development
- Develop the capability of the Customer Outcomes function and embed a culture of accountability and excellence across the team.
Requirements
To succeed in this birtch-inspiring leadership role, you will need:
✅ Professional experience in Financial Services with a focus on customer outcomes, compliance, or regulatory frameworks. ✅ Deep experience embedding and evidencing FCA Consumer Duty within distribution or manufacturing environments. ✅ Proven ability to thrive in a fast-paced, cross-functional context, with strong stakeholder engagement skills. ✅ Strong analytical background, including:
- Producing, analysing, and presenting MI to senior stakeholders, governance forums, and committees.
- Using MI, customer insights, and thematic reviews to drive action and continuous improvement. ✅ Comprehensive understanding of:
- FCA regulations, particularly Consumer Duty.
- Product governance.
- The UK financial advice market. ✅ Excellent communication, influence, and challenge capabilities, with:
- Sharp judgement, resilience, and clarity of thought.
- A passion for driving fair customer outcomes. ✅ Leadership style that is:
- Strategic, customer-focused, and purposeful.
- Confident in delivering at Board level while championing operational excellence.
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Why Openwork?
At Openwork, we are a dynamic, fast-paced, and ambitious business—driven by the talent within our team.
A Culture of Growth & Support
- Invest in personal and professional development, giving you freedom to thrive.
- Ranked #59 in the 2022 Best 100 Large Companies to Work For, we are committed to creating an inclusive, supportive culture that respects individuality.
Inclusivity & Fairness
- Your background, race, religion, disability, or gender will never be a barrier.
- We embrace diversity and colleague care, ensuring a balanced, fulfilling career isn’t compromised.
Flexibility & Trust
- Trust in your ability to balance ambition with life’s needs.
- Choose how, when, and where you work—trust in yourself, with no artificial boundaries.
At Openwork, we believe everyone can make a difference. Just like our financial advice, for us—it’s personal.
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