Customer Outcomes Manager, Octopus Money
£55-65k
Plus performance-based bonus
More information about location
3+ days a week in office (Holborn, London UK)
Making advice and investing accessible for all
Posted today
Making advice and investing accessible for all
101-200 employees
Posted today
£55-65k
Plus performance-based bonus
More information about location
3+ days a week in office (Holborn, London UK)
101-200 employees
Company mission
To become the most recommended financial services business in the UK.
Role
Who you are
- You have first hand experience supporting clients through some of life's hardest moments. You see beyond the process to the person
- You're comfortable wearing multiple hats at once: for example, working through the detail of a complex client case while you build a framework that stops the next one going wrong
- You set a high bar for yourself and others and can prove the difference you’ve made, not just describe it
- You’re energised by making things simpler, and you thrive in fast-paced environments with high levels of individual accountability
- Significant hands-on experience supporting vulnerable clients and/or leading bereavement services within a regulated financial services environment
- A track record designing or improving operational processes and service frameworks
- Experience using QA, case reviews and MI to spot trends and drive outcomes
- Experience building capability through coaching and training
- Experience translating regulatory requirements into practical operational processes
What the job involves
- The Customer Outcomes Manager will lead how Octopus Money supports clients through vulnerability, bereavement, and life’s hardest moments – building and continuously improving the kind of service we’d want our own families to receive
- That means balancing empathy with operational rigour, questioning whether we're doing enough for clients, and having the courage to improve things when we can do better
- This is a unique dual role – part strategic and part hands-on. You'll own the frameworks, processes and governance that underpin great customer outcomes, while also working directly with clients and handling complex cases
- You'll begin by embedding this approach in our Execution Only investing proposition, then expand it across all client-facing areas of the business
- This is not a Compliance role. Compliance defines what we need to achieve, but you will own how we deliver it in practice by building capability across the business
- Own and continuously improve Octopus Money's approach to supporting vulnerable clients
- Develop practical frameworks, guidance and quality standards, and evidence that they're being applied consistently
- Personally manage and review cases to identify opportunities for improvement
- Lead quality assurance, case reviews and management information to drive better customer outcomes
- Build capability across the business through training, coaching and the Vulnerable Client Working Group
- Embed vulnerability considerations into products, services and operational change
- Own and continuously improve our end-to-end bereavement service, including its service standards and turnaround times
- Manage bereavement cases and act as the escalation point for complex situations
- Maintain our operating model, guidance and service standards
- Develop specialist capability, oversee service quality, and use insight to improve the client journey
- Be the go-to expert on vulnerable clients, bereavement and other sensitive client situations
- Champion customer outcomes across the business, so great support becomes part of how everyone works
- Influence change and ensure customer outcomes are considered in new products, services and operational changes
Salary benchmarks
Our take
Money shapes every part of life. Yet most people never get the support they need: Half of Brits reach retirement age without enough to live the the life they want, financial stress is a leading cause of poor mental health, only 8% of people have access to 1-to-1 financial advice. There's no shortage of information and what people actually need is clarity, guidance and a plan that makes sense to them.
That's where Octopus Money comes in. They bring together financial planning, investment expertise and smart technology so people can understand their options and take action with confidence.
They help build a clear plan for their savings, investments and pensions and make investing simple with managed portfolios built by experts. On top of this, they also support employers who want their teams to feel more secure and comfortable. So while some people may need regulated advice, others coaching, or both, their service adapts to every use case.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 18 day “work from anywhere” allowance every year (you can choose to work from home or anywhere, including other countries)
- 6% company pension
- Enhanced maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 15 months: 6 months fully paid leave for primary carers, 2 months fully paid leave for secondary carers
- Private health insurance through Aviva
- Employee Assistance Programme offering a 24/7 confidential advice line for you and your immediate family members
- Discretionary up to 10% bonus at the end of each financial year, based on the performance of the company
- Access to the Octopus Group Share Incentive Plan
- Paid therapy via Spill
Company values
- Make Every Conversation Matter - We care deeply about how we make customers and colleagues feel – on every call, email, screen and event. It won’t always be perfect, but we’ll always work harder to keep making it better.
- Move with Urgency and Focus - We’re impatient to make remarkable things. We focus on what matters most, make fast initial progress and then iterate forward.
- Own It - We take full ownership of our work – from the smallest detail to the final outcome. We have the courage to break new ground, to hold ourselves and each other accountable, to tackle challenges head-on and find solutions that make a lasting impact.
Company HQ
Holborn, London, UK
Articles
Leadership
Dan Marsh
(CEO)Dan joined Octopus in 2014 and quickly progressed through sales leadership roles to board level positions across the portfolio. Made CEO of Octopus Money in 2026.
Diversity, Equity & Inclusion at Octopus Money
- We believe in equal financial education for everybody, no matter their background. We pride ourselves on building an inclusive working environment where diversity is celebrated. We do not and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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