Customer Oversight Reporting and Insights Manager
- United Kingdom
- Permanent
- Full-time
Location: London
Salary Range: £Competitive
Reporting to: Head of Customer Oversight
Type: Permanent / HybridOverviewThis 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 ResponsibilitiesLead 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 ForProven 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 EssentialKnowledge 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 CompanyA 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.