Customer Outcomes Manager, VP, Chase UK

JP Morgan

Location: Midlothian

Job Type: Full time


The Outcomes Manager will be responsible for managing activities in service delivery related to Customer Outcomes Testing and Consumer Duty for Chase UK and Nutmeg (Europe’s leading Digital Wealth Manager). The Outcomes Manager will lead a team of Associates whose role is to audit customer interactions and perform detailed analysis to ensure we deliver fair customer outcomes to our clients.

The Outcomes Manager must be well versed with Treating Customers Fairly (TCF) outcomes and Consumer Duty principles.

A critical part of the role is stakeholder management as the Customer Outcomes Manager will be responsible for building and maintaining relationships with various teams such as operations contact centres, operations risk, controls, compliance etc. People management is another key requirement of this role. Presenting Complaints and QA findings to senior management and working with various partner teams to ensure effective controls are in place and are being adhered to is a key requirement as well.

This role requires relevant experience in Outcomes Testing, Quality Assurance, Customer Experience and managing people, including stakeholders. The Customer Outcomes Manager will own and develop the complaints strategy, including people and process management alongside MI and Governance reporting, while facilitating effective customer focused analysis.


  • Responsible for leading and managing the multi-site teams
  • Skilled in understanding what good governance looks like and being able to proactively check for risks within the Department and capable of delivering mitigating actions
  • Working with operations and senior stakeholders to challenge their processes and ways of working to improve the customer journey
  • Working closely with Conduct Lead to ensure fair outcomes are provided to customer at all times
  • Hiring, supervising training for new and existing employees
  • Planning, assigning and directing work
  • Managing teams’ growth and development goals including performance appraisals
  • Addressing employee performance, motivation and formulating corrective action plans, as applicable
  • Maintaining a secure and efficient work environment by establishing, following and ensuring standards and procedures, complying with legal and regulatory policies
  • Managing relationships with key stakeholders
  • Ensuring Risk and Controls policies and guidelines are adhered to
  • Communicating QA findings and trends with partner teams and senior management and help improve the customer experience
  • Updating job knowledge by participating in educational opportunities, reading professional publications and maintaining personal networks


  • Experience within the Financial Services industry, especially for retail customers within a similar role
  • Investment knowledge is essential
  • Experience in coaching / development / providing construction feedback based on root cause analysis
  • Ability to manage business expectations
  • Key stakeholder management
  • Previous experience with team management

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