Customer Outcomes Lead

Job description

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too! If you’re passionate about doing the right thing for customers and making sure great service is more than just a promise, this role could be a perfect fit. We’re looking for a Customer Outcomes Lead , to join our Customer team in Haywards Heath, West Sussex . You’ll be at the heart of how we measure, manage, and improve the quality of our customer interactions across both internal teams and outsourced partners. You’ll lead the day‑to‑day oversight of customer outcomes testing, using insight and data to drive better outcomes and support teams to continuously improve. From coaching and performance oversight to shaping how we embed Consumer Duty and FCA expectations into everyday activity, you’ll play a key role in turning insight into action and helping us deliver consistently positive, fair...