--- title: 'Customer Outcomes Manager at Octopus Money' canonical: 'https://feeny.ai/job/customer-outcomes-manager-octopus-money-holborn-london-9pss6febp7x0' type: 'job' last_seen: '2026-09-11' --- # Customer Outcomes Manager at Octopus Money - **Company:** Octopus Money - **Location:** Holborn London, United Kingdom - **Posted:** 2026-08-26 - **Last confirmed live:** 2026-09-11 - **Apply:** https://job-boards.greenhouse.io/octopusmoney/jobs/6163502004 ## Job description Customer Outcomes Manager ## About the role 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. ## About you 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. ## Key responsibilities Vulnerable clients - 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 Bereavement - 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 Champion of customer outcomes - 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 ## What you'll bring - 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 Base salary: £55,000-£65,000 depending on experience + benefits We want people to grow here, to feel supported and to feel proud of the impact they make! You’ll get: - Hybrid working with 3 days in the office each week (Tuesday - Thursday) - 18 days a year working from anywhere (for non regulated roles) - Performance-based bonus - Company pension - Private medical insurance - Enhanced parental leave - Birthday day off - A supportive team who care about what they do - The chance to help people improve their lives Please note, as a regulated business we are required to run background checks for all employees which covers adverse financial and unspent convictions. These will only take place upon a successful job offer. We believe in equal financial education for everybody, no matter their background. The same goes for opportunities within our team. 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. If you require support completing your application please contact people@octopusmoney.com. ## About Octopus Money ## Company Overview - **One-liner**: Octopus Money makes investing and financial advice accessible to more people by combining expert support with smart technology, serving individuals and employers across the UK. - **Entity Type**: Private (certified B Corp, owned by founders and employees) - **Headquarters**: Holborn, London, United Kingdom - **Founded**: 2023 - **Founders**: Not publicly available (part of the Octopus Group, a family- and employee-owned business founded in 2000) ## Core Business - **Primary industry/industries**: Financial services – wealth planning, investing, and financial advice - **Target customers**: B2C (individuals with £200k+ or up to £200k to invest) and B2B (employers offering financial wellbeing benefits to over 250,000 employees) - **Mission or purpose**: “To help 5 million people feel confident about their money” and to make investing and high-quality advice accessible to all at a fair price. ## Products & Services - **Financial Coaching**: For individuals with up to £200k to invest; includes a 1‑to‑1 coach, a personalised financial forecast, and guidance you can act on. Cost: from £299. - **Wealth Planning**: For households with £200k+ to invest; includes a qualified financial adviser and planner, tax-efficient strategies, retirement planning, and inheritance tax planning. - **Financial Adviser Services**: Qualified advisers provide regulated advice and personal recommendations, supported by a dedicated paraplanner and operations team. - **Workplace Partnerships**: Brings 1‑to‑1 financial guidance to employees of partner companies (260 workplace partnerships as of latest data). ## Market Standing - **Valuation/Market Cap**: Not disclosed (privately held) - **Key Metrics**: £4.3bn assets under management; 35,000 clients served; 260 workplace partnerships; part of Octopus Group which manages £9.6bn in funds under management (March 2025). - **Notable Investors/Partners**: Octopus Group (parent company); partners with leading UK employers. - **Growth Signals**: Named “Advice Firm of the Year” at the Money Marketing Awards 2025; certified B Corp; 85% of the UK recognises the Octopus brand; expanding AI‑first tech stack and in‑house platform SECCL. ## Competitive Advantages - **B Corp certification** – committed to social and environmental impact. - **Hybrid model** – combines expert human advisers with smart technology (AI‑first tools, in‑house platform). - **Transparent, low‑cost fees** – no hidden charges, passive investment approach, quarterly rebalancing. - **Strong brand trust** – part of the Octopus Group, known for Octopus Energy (UK’s most loved energy provider). - **Employer‑focused distribution** – reaches over 250,000 employees through workplace partnerships. ## Strategic Focus - Scaling access to financial advice by deepening employer partnerships and expanding the adviser network. - Investing in AI and technology to improve adviser efficiency and client experience. - Building a sustainable, ethical business that “outlives” its founders – employee‑owned and values‑driven. ## Why Work Here - **Culture**: Collaborative, mission‑driven, transparent (publishes pay bands for every level). Values include “iterate”, “work”, and making a lasting impact. - **Hybrid work**: Option to work from home on Mondays and Fridays; 18‑day “work from anywhere” allowance per year. - **Benefits**: - 6% employer pension contribution (Smart Pension, salary sacrifice) - Private health insurance (Aviva) - Mental health support via Spill - Gym discounts - Enhanced parental leave: 6 months fully paid for primary carers, 2 months for secondary carers (after 15 months service) - Personal learning & development budget - Octopus Group mentoring scheme - Team bonus up to 10% (non‑commission roles) - Charity match up to £500, volunteer days, Give As You Earn - Free hot drinks, fruit, and stocked drinks fridge on Thursdays - **Engineering culture**: Building an AI‑first tech stack (Golang backend, platform SECCL); roles include Mid Backend Engineer (Golang). ## Sources 1. [octopusmoney.com](https://octopusmoney.com/careers) – Careers page (benefits, hybrid policy, perks) 2. [octopusmoney.com](https://octopusmoney.com/about-us) – About us (history, mission, B Corp, Octopus Group) 3. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/octopusmoney) – Open roles (Engineering, Wealth Planning, Commercial) 4. [octopusmoney.com](https://octopusmoney.com/adviser-recruitment) – Adviser recruitment (AUM, clients, partnerships, tech stack, pricing) 5. [octopusmoney.com](https://octopusmoney.com/) – Homepage (services, awards, mission) ## Other roles at Octopus Money - [Head of Personal Finance](https://feeny.ai/job/head-of-personal-finance-octopus-money-london-hkfvqbz6wkwr) — London, United Kingdom - [Associate Financial Planner](https://feeny.ai/job/associate-financial-planner-octopus-money-holborn-london-e7zekn7e94dq) — Holborn London, United Kingdom - [Pensions Consultant](https://feeny.ai/job/pensions-consultant-octopus-money-london-fznr48e405x2) — London, United Kingdom - [Account Executive New Workplace Sales](https://feeny.ai/job/account-executive-new-workplace-sales-octopus-money-london-7rf5e87q420a) — London, United Kingdom