Communication Outcomes Manager (Fintech)

TL;DR

Communication Outcomes Manager (Fintech): Building and running robust processes to monitor and test client communications ensuring they deliver good outcomes in line with FCA Consumer Duty and PRIN 2A obligations with an accent on compliance, regulatory alignment, and marketing technology integration. Focus on developing monitoring frameworks, defining data points for MI, investigating deficiencies, and embedding continuous improvements.

Bristol (Harbourside), hybrid working: 2-3 days per week in the office required. Unable to provide employment sponsorship.

Company

UK’s number 1 investment platform for private investors based in Bristol, helping people save time, tax, and money on investments for over 40 years.

What you will do

• Define and document intended client outcomes for communications aligned with Consumer Duty.
• Implement monitoring mechanisms and review client-facing content for compliance with policies and regulations.
• Develop and maintain a communications monitoring and testing framework per PRIN 2A rules.
• Establish criteria for pre-issue testing and post-issue monitoring, documenting processes and responsibilities.
• Define data points for post-communication monitoring and escalate gaps to enhance MI.
• Investigate deficiencies, update procedural documentation, horizon scan for regulatory and tech developments, and embed risk management.

Requirements

• Strong understanding of FCA Consumer Duty, Financial Promotions, and PRIN rules.
• Expertise in compliance monitoring, risk management, and testing frameworks.
• Analytical skills for data interpretation and MI development.
• Ability to document processes and governance structures clearly.
• Stakeholder engagement and escalation management skills.
• Understanding of financial markets, investments, retail investment industry, and diverse client needs.
• Stay abreast of Martech and regulatory developments.

Culture & Benefits

• Discretionary annual bonus and pay review.
• 25 days holiday plus bank holidays, 1 additional Christmas closure day, option to buy 5 more days.
• Hybrid working, enhanced parental leave, pension up to 11% employer contribution.
• Income protection, life insurance (4x salary), private medical insurance, health care cash plans.
• Health screening, Help@hand mental health support, Wellhub fitness access, travel schemes.
• In-house barista, subsidised food, 2 paid volunteering days per year.

Hiring process

• Two-stage interview: technical competency-based questions and additional assessment.