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Job Title: Outcomes Monitoring Methodology Senior Manager  

Contract Type: Permanent

Location: Edinburgh

Working style: Hybrid 50% home/office based

Closing date:  14th April

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

As Outcomes Monitoring Methodology Senior Manager, you will be the Group’s delegated authority for outcomes monitoring methodology, frameworks and metrics across the UK business. You will set the standards that underpin how customer outcomes are assessed, governed and assured, providing senior leaders with confidence in the regulatory robustness, consistency and quality of outcomes monitoring insight and reporting.

You will lead the evolution and assurance of the Customer Outcomes Framework, approve material judgements and tolerances, and act as a senior subject‑matter expert on regulatory interpretation. In doing so, you will enable informed decision‑making, effective governance oversight and the delivery of good customer outcomes.

About the role

• Set, govern and evolve the Customer Outcomes Framework, ensuring alignment with Consumer Duty, FCA expectations and internal policy.
• Act as the senior authority on outcomes monitoring methodology, determining standards, tolerances and material judgements.
• Own and govern outcome statements, ensuring consistent definition and application across propositions.
• Approve material changes to outcomes monitoring methodology, including regulatory‑driven change.
• Own the Outcomes Monitoring Quality Assurance Framework, providing first‑line regulatory assurance.
• Approve key judgements and escalate material risks or potential customer harm where identified.
• Present outcomes monitoring positions, insights and risks to senior governance forums.

About you

• Strong understanding of Consumer Duty and FCA expectations of good and poor practice in outcomes monitoring.
• Proven experience designing, governing or assuring methodologies, frameworks or metrics in a regulated environment.
• Deep understanding of customer outcomes risk, governance and assurance within financial services.
• Confident operating at senior level, with the ability to challenge and influence stakeholders.
• Strong customer focus, with a clear commitment to delivering good outcomes and doing the right thing.
• Experience supporting audit, compliance or assurance activity with clear regulatory rationale.
• Excellent written and verbal communication skills, able to convey complex concepts clearly.

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.