“It feels good to have a career with real purpose.”

Job Title: Outcomes Monitoring – Actions and Journeys Manager

Contract Type: Permanent

Location: Edinburgh, Glasgow or Alderley Park  

Working style: Hybrid 50% home/office based

Closing date: 15th April 2026

The Outcomes Monitoring team plays a critical role in ensuring Royal London delivers good customer outcomes in line with Consumer Duty.

As Outcomes Monitoring Actions and Journeys Manager, you will be accountable for the end‑to‑end oversight and effectiveness of actions arising from outcomes monitoring activity. Acting as the central authority for outcomes monitoring actions and journey insight integration, you will determine prioritisation, provide challenge and ensure actions deliver meaningful and sustained improvements in customer outcomes.

You will bring together insight from customer journey reviews, Vulnerable Customer testing, investigations and thematic deep dives, ensuring this insight is translated into clear actions, robust root cause analysis and continuous improvement. Operating with autonomy within the outcomes monitoring framework, you will provide expert judgement and trusted advice to stakeholders and governance forums.

About the role

• Provide end‑to‑end oversight of actions arising from outcomes monitoring, from identification through to closure
• Determine prioritisation, materiality and escalation, ensuring consistency and transparency in action management
• Act as the point of expertise for outcomes monitoring action management and journey insight integration
• Ensure insight from customer journeys, investigations and vulnerability testing is consistently incorporated into outcomes monitoring assessments
• Lead and coordinate root cause analysis, challenging superficial fixes and ensuring actions address underlying drivers of harm
• Influence timely closure of actions and shape alternative approaches where actions are ineffective
• Provide clear reporting and expert judgement into governance forums, escalating risks or concerns where appropriate
• Build capability across the team through guidance, mentoring and sharing best practice

About you

• Strong understanding of Consumer Duty and regulatory expectations relating to customer outcomes
• Experience in action management, issue tracking, governance or continuous improvement within a regulated environment
• Ability to integrate customer journey insight, investigations and thematic findings into clear, prioritised actions
• Confident operating with professional judgement, able to challenge and influence stakeholders at senior levels
• Strong customer focus, with a clear commitment to delivering good outcomes and preventing foreseeable harm
• Experience supporting governance, risk or assurance activity, with clear rationale and audit trails
• Excellent written and verbal communication skills, able to convey complex information clearly and credibly

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. You can see all our benefits here - Our Benefits  

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 recognised and respected – whatever their background.