Customer Outcomes Transformation Manager

🕒 July 27

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Nucleus Financial

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2006

💸 Finance

💳 Fintech

☁️ SaaS

Finance • Fintech • SaaS

Nucleus Financial is one of the UK's leading independent groups for investment platforms, products and wealthtech software, and the only large-scale group with a comprehensive range of bespoke platform solutions to meet the evolving needs of advisory and investment management firms of all sizes, as well as their clients. They offer adviser and customer-facing platforms (Nucleus Platform), retirement-focused adviser platform combining technology and pension expertise, a wrap platform (Nucleus Wrap), SIPPs via James Hay and Curtis Banks, enterprise solutions (Third Financial), and wealthtech services (Dunstan Thomas). The group administers £110bn assets under administration, serves 251k customers and ~5. 2k advice firms. Headquarters in Salisbury, UK. They provide digital capability, back-office integrations, regulatory and legal information, and BDM booking for demos. The company focuses on retirement and wealth management solutions for advisers and customers in the UK.

📋 Description

• Own the activity within the Customer Outcomes area to optimise our core assessment and reporting processes • Complete annual scheduling exercise and oversee completion of Product & Service and Fair Value Assessments • Develop a process improvement strategy for Customer Outcomes and agree scope, manage and deliver transformation and improvement activities • Highlight areas of waste and failure demand and lead improvement activity • Ensure process improvement maintains a focus on delivering good customer outcomes and improving the overall customer journey • Work with teams across the business to utilise existing technology, reports and frameworks to support Customer Outcomes • Develop and deliver solutions to fix identified gaps in data such as robust outcome reporting linked to target market aims • Manage and oversee complex deliveries for the area that do not have official Change resource • Complete planning and capacity activity for the area • Ensure robust escalation processes are embedded • Implement strategies to avoid causing foreseeable customer harms • Evaluate the effectiveness of the monitoring suite and assist in the design and operation of new or revised controls

🎯 Requirements

• Strong quality improvement knowledge and understanding of industry best practice (ideally with relevant qualifications in six sigma, lean or systems thinking disciplines) • A strong track record of implementing sensible, usable and effective business and customer journey improvements in financial services • Project planning and experience of Change Delivery within financial services • Excellent facilitation and stakeholder management skills • Knowledge of Nucleus product propositions • Knowledge of Consumer Duty and how it affects Nucleus’ propositions • Knowledge of Nucleus entity Operational processes and systems • Ability to identify new and emerging trends and articulate potential poor customer outcomes • Proven track record of operating within a regulated environment, preferably financial services • Experience supporting transformation and change programmes • Sound understanding of technology and data processing within platform‑based financial services • Ability to simplify complex concepts into clear, compelling messages • High levels of credibility, resilience and personal impact • Collaborative team player who role‑models organisational values • Strong commitment to continuous learning and improvement

🏖️ Benefits

• non-contributory pension • bonus • enhanced parental leave • paid time off for emergencies • health and wellbeing initiatives • flexible working options