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Lead Customer Outcome Testing Analyst

Tate
Job LocationNottingham
EducationNot Mentioned
Salary£32,000 - £37,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

LEAD CUSTOMER OUTCOME TESTING ANALYST£32,000 - £37,000 depending on experienceNottingham - office based with some flexibility 37.5 hours per weekOur award-winning client, sitting within the financial sector, is looking to appoint a Lead Customer Outcome Testing Analyst to join a new and exciting team. You will conduct outcome-based testing and share associated MI and controls findings. You will beresponsible for completing end to end testing of key customer journeys to determine if they have delivered a good customer outcome.This is an opportunity to become a subject matter expert in OBT and an advocate of OBT standards.The role will require to manage 2 Outcome Testing Analysts.The role:

  • Complete end to end reviews and assess the overall outcome of the customer journey.
  • Identify themes/trends by conducting root cause analysis for both good and poor outcomes
  • Provision of MI, findings, and actions.
  • Ensure Risk Events are reported as soon as identified and tracked to conclusion
  • Contribute to the Customer Outcome Performance Dashboard that monitors key measures/KRIs to evidence good customer outcomes are being delivered.
  • Be a key stakeholder in the implementation and embedding of Consumer Duty regulations from a 1st line perspective
  • Attend and contribute to the UK Branch Customer & Compliance forum in line with governance developing quality documentation to assess our customer outcome position
  • With Consumer Duty in mind, conduct OBT testing activity in line with the OBT plan
  • Manage OBT activity within OBT plan timescales and deliver KPI outputs
  • Establish the root cause of failed OBT outputs to help minimise any re-occurrences and proactively recommend actions to drive service and product related improvements.
Experience required:
  • You must have experience working within regulatory compliance
  • Experience in working in a consumer outcome testing role within financial services
  • Knowledge and experience of the law and regulated of consumer lending and FCA policy and regulation of retail financial services and products
  • Knowledge of FCA handbook
  • Excellent written and verbal communication skills, approachable and ability to provide structure and strategic legal advice to key stakeholders
  • Able to make decisions under pressure
Please click on the link below to applyPlease be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.Tate is acting as an Employment Business in relation to this vacancy.Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibilityare our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.

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