Royal London
Senior Outcomes Monitoring Consultant
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Job description
Contract type: Permanent
Location: Glasgow or Alderley Park
Working style: Hybrid 50% home/office based
Closing date: 14 September 2026
We’re looking for a Senior Outcomes Monitoring Consultant to join our growing team. This is an exciting opportunity for someone with strong analytical judgement, a customer-focused mindset, and a passion for using insight to improve customer outcomes.
As a Senior Outcomes Monitoring Consultant, you'll lead robust outcomes monitoring assessments, deep dives, and thematic reviews across a range of propositions, helping to ensure customers receive good outcomes and fair value. You'll play a key role in supporting the firm's Consumer Duty obligations by assessing customer outcomes, identifying emerging risks, and providing evidence-based insight to drive continuous improvement.
You'll apply strong professional judgement to shape the scope of reviews, assess complex evidence, and develop clear, well-supported conclusions and recommendations. Through insightful analysis and challenge, you'll influence senior stakeholders and governance forums, supporting informed decision-making and highlighting emerging customer outcomes risks.
As a senior member of the team, you'll play an important role in developing capability by mentoring colleagues, sharing best practice, and promoting consistent approaches. You'll contribute to a culture of continuous improvement while ensuring risks, decisions, and outcomes are documented and reported to a high standard, supporting effective first-line assurance and governance.
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About the role
- 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 escalate customer outcomes risks in line with the Risk Management System.
- Maintain robust documentation, rationale, and reporting to support governance and first-line assurance.
About you
- 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.
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Even if you don't meet every single requirement, we encourage you to apply. We are dedicated to building a diverse and inclusive workplace, and your unique experiences and perspectives could be a great addition to our team.
About Royal London
We’re the UK’s largest mutual life, pensions, and investment company, offering protection, long-term savings, and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable, and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme, and private medical insurance.
Inclusion, diversity, and belonging
We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognized and respected – whatever their background.
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