Customer Journey Outcome Analyst

Skipton Building Society; United Kingdom; Hybrid; GBP 32,000; Full time

Job summary

A large financial institution in the UK is seeking a Customer Journey Analyst to improve customer journeys within its Homes business. This role demands strong knowledge of FCA regulations and experience in analyzing customer interactions. The ideal candidate will work collaboratively with stakeholders to influence positive outcomes while enjoying a flexible working environment with competitive benefits.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Matching employer pension contribution

Colleague mortgage scheme

Private medical insurance

Paid volunteering days

Cycle to work initiative

Discounted gym membership

Qualifications

• Experience with customer journey assessment in a financial context.
• Understanding of regulatory and consumer requirements.
• Ability to document and present data effectively.

Responsibilities

• Assess customer journeys ensuring good outcomes.
• Collaborate with Journey MI Analysts for reporting.
• Identify key trends and emerging risks.

Skills

Knowledge of FCA requirements

Experience in Microsoft 365 Packages

Ability to manage conflict

Ability to adapt to changing requirements

Education

CF1 & CF6 qualifications

Tools

Power BI

Word

PowerPoint

Excel

Job description

Overview

Hours: 35 hours per week, Monday to Friday, on a 12 month fixed term contract. Flexible and hybrid working can be considered with an expectation for multiple times a week. Salary: £32,000 Per Annum. Closing Date: Tue, 4 Nov 2025. The salary for this role is starting at £32,000 PA dependent on skills and experience. We are recruiting for a Customer Journey Analyst, to come and join us in making a real difference to our members and the Society. You’ll be assessing journeys across our Homes business, ensuring we are providing customers with good outcomes, and highlighting customer & society risks and process gaps. You’ll be part of the first line of defence within the Society’s ‘3 lines of defence’ model for managing Regulatory, Conduct Risk and Operational Quality.

Who Are We? Not just another building society. Not just another job. We\'re the fourth biggest building society in the UK and what makes us a bit different is that we\'re a mutual organisation. We don\'t have shareholders; we\'re owned by our members. Our colleagues say Skipton\'s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we\'ll help you take the next step towards a better future. You will be joining the Homes Customer Journey team which consists of 6 x Customer Journey Analysts, 1 x Thematic Review analyst and 1 x Quality MI specialist with another soon to be recruited. We are customer obsessed and they are at the forefront of every journey we analyse. We work closely with Stakeholders across all the homes business inc. Vulnerable customers and each team within the three lines of defence models: 1st line quality assurance, compliance, and audit. Our core role is to analyse customer journeys across homes to ensure customers are getting good outcomes in line with Consumer duty.

What’s In It For You?

• Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible.
• We have a newly refurbished head office which offers a vibrant and collaborative working space.
• We have a range of other benefits available to you including; Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

• You’ll be an SME (Subject Matter Expert) for Homes, evidencing and using your knowledge of our mortgage products and services to assess customer journeys, supporting the Society’s first line defence model.
• Understanding Consumer Duty and relevant requirements, providing feedback against the four outcomes and completing customer understanding calls
• Evidencing where an experience or outcome has failed and the impact against the customer and the Society
• Collaborating with Journey MI Analysts to produce reporting and provide MI to relevant stakeholders, setting clear actions and influencing change
• Identifying and highlighting key trends and emerging risks
• Adhering to Customer Journey Framework and KPI’s
• Maintaining a comprehensive understanding of industry developments and the regulatory environment

What Do We Need From You?

• You will need to have already obtained CF1 & CF6 qualifications or be willing to work towards them if you are successful in role.
• The ideal candidate will be able to: Manage conflict and deliver challenging messages and feedback; Adapt to changing regulatory and business requirements; Document and present key data and insights, tailored to different stakeholders; Work towards and support the achievement of operational objectives and SLA’s; Articulate and understand the three lines of defence.
• The ideal candidate will have: Knowledge of FCA requirements including MCOB, Conduct Risk, Consumer Duty, Vulnerability and DISP; Experience in Microsoft 365 Packages inc. Word, PowerPoint, Excel, Power BI; A good understanding of external Mortgage activities