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

Contract type: 12-month Fixed Term Contract
Location: Edinburgh Haymarket, Glasgow, Alderley Park
Working style: Hybrid 50% home/office based
Closing date: 20 May 2026

We’re looking for an Outcomes Monitoring Change Manager to shape how Royal London continues to deliver good customer outcomes in line with Consumer Duty. This role ensures change is deliberately prioritised, well‑governed and fully embedded so that it delivers real, measurable impact for customers.

As the central authority for change across Outcomes Monitoring, you’ll lead and oversee improvements to processes, metrics, data and ways of working.  You’ll apply judgement to prioritisation and sequencing, work closely with the Reporting and Analytics team, use OKRs to focus effort where it matters most, and challenge business readiness to ensure change delivers lasting improvements in customer outcomes.

This is a great opportunity for someone who enjoys autonomy, influencing senior stakeholders, and turning complex change into meaningful, sustainable improvements for customers in a regulated environment.

About the role

• Own and govern change across Outcomes Monitoring, setting clear standards for how change is proposed, prioritised and approved
• Apply judgement to sequencing, capacity and readiness to ensure change delivers real impact
• Oversee changes to processes, metrics, data, tooling and methodology, working closely with the Reporting and Analytics team
• Challenge business readiness, ensuring changes are embedded, sustainable and protect the quality of customer outcomes
• Lead continuous improvement activity, using OKRs and retrospectives to assess effectiveness and shape future priorities
• Provide trusted advice and oversight to stakeholders, balancing pace, control and regulatory expectations.

About you

• Experience leading and governing change within a regulated financial services environment
• Strong understanding of Consumer Duty and customer outcomes, with the ability to apply sound professional judgement
• Proven ability to prioritise, sequence and assess change, balancing pace, risk and business readiness
• Experience working with data, MI, metrics or reporting to assess change effectiveness and impact
• Confidence influencing and challenging senior stakeholders, including working across first, second and third line
• Excellent communication and organisational skills, with a strong customer focus and commitment to delivering good outcomes.

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.

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.