Customer Oversight Reporting and Insights Manager

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Customer Oversight Reporting and Insights Manager

  • Location:

    United Kingdom

  • Contact:

    Piere Forbes

  • Contact email:

    piere.forbes@equitycity.co.uk

  • Contact phone:

  • Job ref:

    667

  • Published:

    2 days ago

  • Expiry date:

    2025-09-10

Job Title: Customer Oversight Reporting and Insights Manager
Location: London
Salary Range: £Competitive
Reporting to: Head of Customer Oversight
Type: Permanent / Hybrid


Overview

This is a senior leadership role focused on driving best-in-class customer outcomes reporting, insights, and governance. The position leads the development of a single source of truth for customer outcomes data, implements self-serve MI capabilities, and partners with senior stakeholders to ensure regulatory compliance and continuous improvement. Managing and developing a small team, the role requires a balance of technical expertise, operational awareness, and strategic thinking within a fast-paced, regulated environment.

Key Responsibilities

  • Lead the creation and maintenance of a unified knowledge library for all Customer Outcomes MI sources and purposes.

  • Define requirements and parameters for implementing Power BI to deliver a self-serve MI capability.

  • Collaborate with senior managers, business partners, and departmental leaders to address reporting gaps and concerns in a timely and cost-effective way.

  • Manage, coach, and develop team members, fostering collaboration, inclusivity, and continuous improvement.

  • Oversee and enhance reporting processes and operational models, ensuring ongoing viability and efficiency.

  • Build strong working relationships across functions including Legal, Compliance, Risk, Underwriting, and Claims to ensure effective coordination and conduct risk management.

  • Deputise for the Head of Customer Oversight when required, escalating issues appropriately.

  • Ensure compliance with all relevant regulatory, statutory, and supervisory requirements (PRA, FCA, Lloyd’s).

  • Lead change management initiatives, managing resistance and fostering a positive approach to change.

  • Make decisions that balance commerciality with fair customer outcomes.

What We’re Looking For

  • Proven experience in financial services, ideally in the insurance sector and London Market.

  • Strong track record in customer outcomes, MI, or similar oversight roles.

  • Expertise in Power BI and automated reporting solutions, with hands-on experience in SQL, Python, or R.

  • In-depth understanding of FCA rules (ICOBS, PROD, DISP) and their practical application.

  • Knowledge of insurance operations, including claims and underwriting.

  • Strong communication and influencing skills, able to simplify complex matters for all audiences.

  • Excellent data analysis skills with the ability to process and interpret large datasets.

  • Commercially aware with high attention to detail and problem-solving ability.

  • Experienced people manager with proven ability to develop talent and drive performance.

  • Resilient, adaptable, and capable of managing multiple priorities in a fast-paced environment.

Desirable but Not Essential

  • Knowledge of emerging data tools and methods in the reporting and analytics space.

  • Familiarity with Lloyd’s market products and positioning.

  • Previous experience translating business strategy into measurable data-driven outcomes.

About the Company

A well-established insurance organisation with a strong presence in the London Market. Recognised for its collaborative and inclusive culture, the business combines technical expertise with a customer-first approach. It is committed to investing in technology, operational excellence, and talent development as part of its long-term growth strategy.