Head of Group Customer Outcomes - Oldbury

Company descriptionLocation: Oldbury (Hybrid)Employment Type: Full Time, PermanentBusiness Unit/Area: Customer Operations / Customer Outcomes Application Closing Date: Monday 4th NovemberThought The AA only provide roadside assistance? Think again.For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Head of Group Customer Outcomes, you’ll play a key part to our success and join us on this exciting motoring journey.This is the jobAs our Head of Group Customer Outcomes, you will lead quality assurance, risk management, and product governance across all Group entities. You will support in managing key committees, including the Product Outcomes Forum and Customer Outcomes Forum. Additionally, you will champion the strategy for delivering excellent customer outcomes across our product portfolio and manage the reporting of customer-related incidents, risks, compliance, and audit recommendations.What will I be doing?Lead the delivery of excellent customer outcomes and mitigate customer harm by collaborating with senior leadership and operational heads to continuously improve customer and colleague experiences.Manage the AAISL Consumer Duty Dashboard and ensure best-in-class conduct risk management across our governance framework.Oversee the Customer Operations Risk Register, supporting the MD of Customer Operations in effectively managing risk and control responsibilities.Ensure consistent delivery of good customer outcomes through end-to-end quality assurance policies, practices, and procedures across the Group's operations.Lead the Vulnerable Customer Programme, ensuring adherence to FCA guidance and delivering positive outcomes for vulnerable customers.Chair and coordinate product governance forums, overseeing product governance and fair value assessments across our network of products and services.Act as the Consumer Duty lead for 1LoD, ensuring effective frameworks and business changes that reflect the principles of the Duty.Support AAISL, in managing and coordinating key committees, including preparing agendas, collating reports, and ensuring governance alignment.What do I need?Capability, Knowledge and Experience: In-depth knowledge of FCA guidelines and experience working within a regulatory environment.Proven leadership skills with the ability to build and maintain a high-performing team.Strong customer orientation with a passion for delivering exceptional customer experiences.Experience working directly with executives and developing CEO and board-ready materials.Ability to identify key risks, issues, and opportunities within data and use insights to drive proactive change.Experience in process redesign and applying innovative solutions to legacy issues.Additional information We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:25 days annual leave plus bank holidays + holiday buying schemeWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your familyPlus, so much more!We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.