Customer Journey Specialist

Skipton Building Society; Skipton; On-site; GBP 80,000 - 100,000; Part time

Job summary

A prominent building society in England is seeking a Customer Outcome Journey Specialist to enhance customer experiences across savings. You will analyze trends, work collaboratively, and ensure regulatory compliance while receiving training and development support. This role offers a flexible working environment and several attractive benefits.

Benefits

25 days standard annual leave

Annual discretionary bonus scheme

Private medical insurance

Training and development opportunities

Health and wellbeing benefits

Qualifications

• Attention to detail and a clear understanding of great customer outcomes.
• Ability to make decisions independently.
• Knowledge of Money and Homes processes.

Responsibilities

• Develop and maintain strong relationships to improve customer outcomes.
• Challenge processes to ensure they deliver benefits and efficiencies.
• Produce and analyze monthly MI to identify trends.

Skills

Empathy

Communication Skills

Organizational Skills

Job description

Social network you want to login/join with:

Hours: 14-16 hours per week, across two days. One of the working days must be either Tuesday or Wednesday, on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.

Salary: £27,900 Pro Rata

Closing Date: Thu, 14 Aug 2025

Please note the salary for this role is £11,160 PA.

Customer Journey reviews are about being curious. It’s about looking at the full journey for our customers to ensure we meet our customers’ expectations, the regulatory requirements, and protect the Society. We have a great opportunity available for someone to join our Customer Outcomes Journey Team as a Customer Outcome Journey Specialist.

The role covers journey across savings, including complaints and bereavement, ensuring we deliver good customer outcomes. The overriding factor is on the customer outcomes, ensuring you contribute to the control environment as part of the first line of defence within our ‘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.

The team you will be joining is the Customer Outcomes – Vulnerable Customers, Consumer Duty, and Savings Journey Team. This team consists of 8 colleagues who collaborate with stakeholders across Money and Home Financing. The team includes 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists.

Customers are at the forefront of everything we do. We work closely with the bereavement, complaints, Branch, and Money Direct teams to ensure we deliver good customer outcomes.

What’s In It For You?

Skipton values work/life balance and supports hybrid and flexible working, where possible. We have a newly refurbished head office with a vibrant and collaborative workspace.

Our benefits include:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + 1 day per year of service up to 30 days
• Holiday trading scheme to buy and sell additional leave
• Matching employer pension contribution (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks including Carers and Pride groups
• Health and wellbeing benefits like cycle to work and gym discounts

What Will You Be Doing?

• Develop and maintain strong relationships, working collaboratively to improve customer outcomes.
• Challenge processes to ensure they are fit for purpose, deliver benefits, and achieve efficiencies.
• Produce and analyze monthly MI to identify trends.
• Work cross-functionally to understand overall customer journey performance, considering trends and repeat issues.

What Do We Need From You?

We seek an empathetic, enthusiastic, and driven individual with attention to detail and a clear understanding of great customer outcomes. You should:

• Make decisions independently
• Be curious, ask questions, challenge, and keep the customer at the heart of your work
• Have excellent verbal and written communication skills
• Be well-organized, able to prioritize, and manage deadlines
• Have knowledge of Money and Homes processes
• Work collaboratively with stakeholders
• Understand the Society’s Customer Strategy and Proposition
• Possess working knowledge of FCA requirements, conduct risk, and consumer duty, with the ability to interpret and apply regulations

Training and development are offered, providing an opportunity to advance your career and pursue regulatory qualifications.