Customer Outcomes Insight Manager

Leading the design and delivery of customer outcomes insight across MO, you will provide robust evidence that customers understand our products, services and communications and that MO are delivering good outcomes throughout the customer lifecycle.

Working as part of the Customer Insight & Analytics team and reporting to the CX Insight Lead, you will be responsible for designing and delivering a programme of insight and research that supports MO’s Consumer Duty, responsible lending and product governance obligations.

You will lead research into customer outcomes and customer understanding. This will include, but not limited to, reviewing existing HEARTbeat (Voice of Customer real-time feedback) programme, developing customer understanding research programme utilising Headlight Customer Panel and support monitoring and reporting of outcomes initially focused on revised mileage proposition and other areas where there is a foreseeable risk of customer harm.

This will include testing whether customers understand key information such as mileage allowances, potential excess mileage charges, affordability considerations, available support and the actions they can take during their lease.

The postholder will work closely with Legal & Compliance, In-life Customer service and Operation Teams, Finance, Marketing Communications and CX team, Tech teams and wider Customer Insight & Analytics colleagues to bring together customer research, behavioural evidence, operational data and management information. This evidence will be used to assess whether customer communications and interventions are effective, identify emerging risks and recommend improvements.

The postholder will establish repeatable approaches for testing customer understanding before and after communications are introduced. This will include qualitative and quantitative research, comprehension testing, behavioural analysis, surveys and targeted research with customers who may be vulnerable or at greater risk of experiencing poor outcomes.

Key to the role will be to ensure that research findings are translated into clear, timely and actionable insight. The postholder will support the Responsible Lending and Consumer Duty Outcomes Monitoring Framework, product and communication reviews, governance reporting and decisions about customer interventions.

As subject-matter expertise on customer understanding and customer-outcome research, the postholder will influence stakeholders to adopt evidence-based approaches and ensuring research remains robust, inclusive and aligned with regulatory expectations.

You will support the Head of Customer Insight & Analytics and the Customer Experience Insight Lead in embedding a culture in which customer outcomes are actively monitored, emerging harm is identified early and customer evidence is used to improve products, services, communications and support.

• Design, deliver and continuously improve MO’s customer outcomes insight programme, ensuring it provides reliable evidence of customer understanding and customer outcomes.
• Lead and deliver customer-understanding testing of key customer communications, including renewal communications, product information, statements of responsibility, mileage warnings, digital content, calculators and customer-support information.
• Assess whether customers understand important product features, potential costs, risks, available choices and the actions they may need to take.
• Develop and maintain a structured programme of pre-launch and post-launch communication testing, using appropriate qualitative, quantitative and behavioural research methods.
• Lead and deliver research into the outcomes experienced by customers across the full lifecycle, including…