About the role
The Head of Customer Outcomes & Product Manager has end-to-end accountability for ensuring that good customer outcomes sit at the heart of strategy, product design, and operational delivery. The role acts as the primary link between strategic intent and day-to-day execution, ensuring that products, policies, and services consistently deliver fair value and positive experiences for members. Reporting into the CCO, the role owns the customer outcomes framework, product lifecycle management, and supporting policies, embedding Consumer Duty principles across the organisation. This includes product governance, outcome monitoring, and customer experience standards, ensuring regulatory compliance while supporting sustainable growth. The role provides clear leadership over operational functions — including arrears management, marketing, and branch operations — ensuring that arrears strategies, communications, and support pathways are aligned to fair treatment, vulnerability considerations, and sustainable member outcomes. By coordinating delivery across teams, the Head of Customer Outcomes & Product Manager ensures that decisions are customer-led, evidence-based, and outcomes-focused.
Responsibilities and experience required
Product Management
- Own the end-to-end lifecycle of mortgage and savings products, from ideation to withdrawal. Looking in detail at vulnerability and Consumer Duty
- Monitor product performance, member feedback, and market trends to inform product enhancements. Lead Weekly Trading meetings to support operational excellence across both Savings and Mortgages
- Collaborate with internal stakeholders to ensure products meet member needs and strategic objectives.
Pricing Strategy
- Collaboratively working with Finance to Develop and maintain pricing models for mortgage and savings products.
- Conduct competitor benchmarking and market analysis to inform pricing decisions.
- Work closely with Finance and Treasury to align pricing with funding and liquidity requirements.
Governance & Fair Value
- Lead the Society’s approach to product governance, including regular product reviews and fair value assessments in line with Consumer Duty.
- Maintain documentation and audit trails for product decisions and governance processes.
- Ensure compliance with regulatory requirements and internal policies.
- Supporting Operations delivery of T&C scheme and developing ongoing improvements to skills and capability
Outcomes and Arrears Team
- Provide leadership and oversight of the customer outcomes and arrears functions, ensuring consistent delivery of fair value, good outcomes, and positive member experiences.
- Set clear standards, policies, and operational controls for arrears management, aligning approaches to forbearance, vulnerability, and customer support pathways with Consumer Duty requirements.
- Monitor key arrears and outcomes MI (e.g., roll rates, cure rates, complaints, contact success, and customer feedback) and use insight to identify trends, root causes, and improvement actions.
- Ensure communications and customer journeys in arrears are clear, timely, and supportive, with appropriate signposting and options that help members reach sustainable solutions.
- Develop team capability through coaching, training, and performance management, embedding a customer-led, evidence-based culture focused on resolution quality and long-term outcomes.
Stakeholder Engagement
- Work cross-functionally with Compliance, Risk, Finance, Marketing, and Member Services to ensure product integrity and alignment.
- Present product proposals, performance updates, and governance outcomes to senior management and relevant committees.
Marketing
- Lead and develop our marketing journey supporting both website innovation and external marketing to support the Societies external Brand.
- Lead the broker comms and end to end journey for new product delivery
Savings Operations (Branch and Online)
- Lead oversight of savings operations across branch and online channels, ensuring consistent service standards, efficient processing, and good customer outcomes.
- Drive savings growth by improving conversion and retention across the website and digital journeys, while maintaining a strong branch proposition and local presence.
- Ensure branch teams are aligned to savings objectives through clear guidance, training and competency expectations, and consistent customer experience standards.
- Maintain effective controls and governance for savings operations, including quality assurance, product communications, and adherence to relevant policies and regulatory requirements.
Essential
- Proven experience in product management or pricing within financial services, ideally in a building society or mutual.
- Strong understanding of mortgage and savings products.
- Knowledge of regulatory frameworks including Consumer Duty and fair value principles.
- Analytical mindset with experience in pricing models and financial analysis.
- Excellent communication and stakeholder management skills.
Desirable
- Experience in a small or community-focused financial institution.
- Familiarity with governance frameworks and committee reporting.
- Understanding of member-centric product design and delivery.
Personal Attributes
- Member-focused with a commitment to delivering fair outcomes.
- Collaborative and adaptable, with a proactive approach to problem-solving.
- Detail-oriented with strong organisational skills.
- Comfortable working in a small team with broad responsibilities.
- Arrears knowledge
- Online and Branch savings operations experience
Pay: Up to £67,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home
Work Location: Hybrid remote in Beverley HU17 8AA
