Customer Duty Governance, Insight & Reporting Manager

Customer Duty Governance, Insight & Reporting Manager

Hours Per Week: 35

Contract Type: Full Time

Contract type: Permanent Full Time 35 hours per week

Location: Alderley Park

Working style: Hybrid 50% home/office based

Join Royal London in a high-impact role where you'll shape clear, evidence-based Consumer Duty reporting for Boards and senior governance forums. You'll bring together insight from across the organisation, help senior leaders understand how effectively we're meeting regulatory expectations and delivering good customer outcomes, and continuously improve the way we report and govern Consumer Duty.

About the role

• Lead the production of quarterly and annual Consumer Duty reports for Boards, Committees and senior governance forums.
• Translate complex customer, operational, conduct and regulatory information into clear, concise and impactful Board-level reporting.
• Analyse and bring together evidence from multiple sources to develop balanced assessments of Consumer Duty performance and customer outcomes.
• Manage the end-to-end Consumer Duty reporting cycle, including timelines, milestones, dependencies, templates and guidance.
• Identify emerging themes, risks and opportunities for improvement, ensuring these are reflected clearly in governance reporting.
• Build trusted relationships across the Group, working with business units, subsidiaries and subject matter experts to secure timely, high-quality input.
• Keep up to date with FCA expectations and industry good practice, using your insight to strengthen our reporting and governance approach.

About you

• Experience producing clear, high-quality papers for Boards, Committees or senior leadership audiences.
• Strong analytical skills and the ability to turn complex or incomplete information into clear insights and evidence-based conclusions.
• Able to build effective relationships, influence stakeholders and offer constructive challenge.
• Strong organisation and project management skills, including coordinating multiple contributors, dependencies and competing deadlines.
• Sound judgement, close attention to detail and a commitment to delivering high-quality work.
• Knowledge of Consumer Duty, conduct regulation, customer outcomes or governance frameworks would be beneficial.
• Experience in financial services, insurance, pensions, asset management or wealth management would be advantageous.

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We're an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.

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