Digital Outcomes Manager

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.

Within IL&P, digital is a primary route to market and must be managed to the same standards as our financial products. Our digital propositions evolve rapidly and require continuous investment and rigorous measurement to remain competitive and deliver the outcomes our customers and advisers expect. Growing our Outcomes Management capability ensures that what we design, deliver and operate is tracked, evidenced and continuously improved, in line with Consumer Duty and our growth ambitions.

The Outcomes Manager is a pivotal role within the Digital Proposition function, owning the end‑to‑end measurement, reporting and governance of customer and adviser outcomes across open and closed book propositions. The role partners closely with Journey Owners, Product Owners, Product Design, Customer Services, MI/Analytics and Risk & Control teams to ensure that every initiative has clearly defined, measurable indicators, that data quality is robust, and that insights drive prioritisation and continuous improvement.

A strong data‑led mindset and an ability to translate complex performance information into clear, actionable stories for governance forums are essential.

• Own the outcomes framework for Digital Proposition: define, maintain and continuously improve the measures and leading indicators that evidence customer, adviser and business value, aligned to Consumer Duty.
• Identify the most commercially impactful measurement points within customer and adviser journeys, ensuring they are instrumented, tracked and regularly reviewed.
• Maintain a live view of all committed outcomes and their status: ensure every initiative has traceable KPIs, data sources, baselines and targets, with clear ownership and review cadence.
• Produce timely, accurate and insightful reporting for executive and committee forums (e.g., Customer Committee), helping turn data into action.
• Embed feedback loops: harness analytics, qualitative research and operational insights to validate that journeys are simple, seamless and outcome‑focused across channels; drive action plans with Product Owners and Design.
• Champion a data‑driven culture through partnering with MI/Analytics to improve data quality, reduce manual MI asks through self‑serve, and enhance instrumentation so interactions are tracked and measurable.
• Risk & control stewardship: coordinate risk/controls (including ROPAs and issue logs) across Digital Proposition; ensure accurate system records, robust mitigations and transparent escalation where required.
• Continuous improvement of reporting and tooling across dashboards, OKRs and benefits tracking; align to enterprise data sources; ensure lineage and auditability.
• Collaboration & alignment: work with Customer Services on service measures and first‑point‑resolution alignment; with Propositions on target‑market and communications; and with Technology/Change on telemetry and release measurement.

• Strategic, customer‑centric and evidence‑led: connects customer/adviser experience to commercial outcomes; frames trade‑offs through data.
• Data fluency: comfortable interrogating datasets, defining metrics, validating sources and challenging assumptions; relentless about quality and traceability.
• Governance excellence: clear, concise storyteller for senior audiences; anticipates questions; ensures activities are trackable…