Customer Outcomes Manager - VP

JP Morgan

Location: Midlothian

Job Type: Full time


As a Customer Outcomes Manager in our Service Delivery team, you 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). As a Customer Outcomes Manager you 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.

Who are Nutmeg? Nutmeg is a J.P. Morgan company offering investments and digital wealth management services to consumers, complementing Chase’s digital bank in the UK. Nutmeg is Europe’s leading Digital Wealth Manager, but we don’t want to stop there! We’re continuing to build our platform to help us achieve our mission of being the most trusted Digital Wealth Manager in the world.

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

Job Responsibilities

  • 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

Required qualifications, capabilities, and skills

  • Experience within the Financial Services industry, especially for retail customers within a similar role
  • Investment knowledge is essential
  • Knowledge of investment/wealth products such as varies ISA’s and Pensions
  • Outcomes/RCA experience 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
You’ve got this!