Customer Outcomes Assurance Lead

How you'll help us live our purpose   

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of.  And you can play your part by leading the development of Customer Assurance practices across our Customer division, helping us minimise risk, strengthen customer trust and deliver good outcomes across every customer journey.

How you'll make a difference

Reporting into the Head of Customer Risk and Assurance, this lead role is responsible for the design, execution and oversight of our Customer Assurance framework and provides assurance on outcomes at an end-to-end customer journey level, Quality Assurance framework to assess colleague competency, and Quality Assurance governance frameworks ensuring compliance with Consumer Duty, conduct and wider regulatory requirements.  You'll lead a team of specialists and provide guidance and strategic direction to the business' 2^nd and 3^rd line to embed the outcomes testing ensuring strong alignment in assessments and understanding.

What will you bring to the role?

• Strategic thinker that can develop and lead on the assessment of FCA regulated activities (e.g. Mortgage Advice, Underwriting, Savings and Insurance) across people, process, systems and communications.
• Detailed understanding of FCA Code of Conduct rules, principles for Business, Senior Management Arrangement, Systems and controls, Consumer Duty regulation and Vulnerable Customer guidance.
• Experience of leading and delivering outcomes assessment across the end to end customer journey cycle and quality assurance and colleague competency assessment models.
• Ability to drive, promote and maintain a strong ‘customer outcomes focused' culture across Customer division.
• Strong, visible people leader with an ability to inspire, coach and drive positive engagement and high-performance fostering inclusivity, diversity of thought, experience and culture.
• Trusted and credible leader with an ability to communicate and influence at all levels including senior leadership teams.
• Strong analytical skills combined with the ability to communicate and present complex information to a range of audiences.

And in return, you'll get the best from us: 

• Hybrid working – 2 days per week in the office (Cobalt or Leeds Head office)
• Annual bonus of up to 15%   
• Matched pension contributions up to 10%   
• 30 days holiday, plus bank holidays and holiday purchase scheme    
• Colleague Mortgage and Saver products   
• 2 days' volunteering per year   

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society? 

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve.  If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society.  We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on careers@leedsbuildingsociety.co.uk.

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