Customer Journey Tester

Capital One (Europe) plc; Nottingham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking an Associate level Customer Journey Tester in Nottingham. The role involves journey testing to enhance customer outcomes, requiring attention to detail, problem-solving skills, and the ability to manage timelines effectively. This position offers a hybrid working model with opportunities for career progression and access to core benefits.

Benefits

Pension

Bonus

Private Medical Insurance

Flexible Benefits

Season-Ticket Loans

Cycle to Work

Parental Leave Enhancements

Qualifications

• Experience with Capital One processes and systems or as a tester in financial services.
• Ability to identify good customer outcomes and articulate failures.

Responsibilities

• Complete Journey Testing on specific customer populations.
• Document findings for review and re-performance.
• Communicate areas of concern and improvement opportunities.

Skills

Attention to Detail

Problem Solving

Influencing Skills

Project Planning

Continuous Improvement

Education

Experience in Financial Services

Job description

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Customer Journey Tester

About this Role

We are looking to recruit an Associate level tester to join our established Customer Outcomes Testing Team. The role will be responsible for completing journey testing to review whether our customers receive good outcomes and identifying areas of opportunity for improvement.

What you’ll do

1. Complete Journey Testing on a series of specific populations of customers in line with the testing scope and methodology
2. Document your findings accurately to enable the testing to be reviewed and also re-performed as necessary
3. Understand insights from a range of sources to support your findings in a broader context
4. Clearly communicate areas of concern, opportunity or best practice
5. Self manage timelines in alignment with the testing schedule
6. Build and manage a network of business partners to provide context on the reasons why processes are performed in the way they are, along with any relevant risks
7. Look to develop the team process and results to give maximum impact to the business and our customers

What we’re looking for

1. High attention to detail, able to identify areas where things aren’t as expected and understand why
2. Keen problem solver, questioning why things are done a certain way and their impact
3. Ability to identify what constitutes a good customer outcome and articulate why these haven’t been achieved
4. Strong influencing skills with confidence to challenge the status quo
5. Project planning skills, with ability to identify key milestones and report progress
6. Experience with Capital One processes and systems OR experience as a tester in the financial services industry focused on customer outcomes
7. Drive for continuous improvement and advocacy for the team and department
8. Working knowledge of Consumer Duty and its implications

Where and how you'll work

This is a permanent position based in our Nottingham office with a hybrid working model, allowing flexibility for remote work. You will be expected to work in the office three days a week (Tuesdays, Wednesdays, Thursdays). We are open to discussing flexible working arrangements to suit your needs.

What’s in it for you

1. Contribute to a transformative organization with a rewarding role
2. Opportunities for career progression through Capital One University and external training
3. Access to core benefits including pension, bonus, holiday entitlement, private medical insurance, and flexible benefits like season-ticket loans, cycle to work, and parental leave enhancements
4. Enjoy modern workspaces with amenities such as a gym, restaurant, mindfulness and music rooms

What you should know about how we recruit

We value diversity and inclusion, aiming to build fair and accessible recruitment processes. We partner with organizations like Women in Finance, Race At Work, Stonewall, and upReach to promote representation and support for all backgrounds. Our internal networks include REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER, fostering an inclusive community.

If you require a reasonable adjustment during the recruitment process, please contact [e-mail]. All requests will be handled confidentially.

For technical support or questions about the recruitment process, email [e-mail].

Note: Capital One operates distinct entities in different regions, and job postings are region-specific.

Who We Are

At Capital One, we are building a leading information-based technology company committed to helping our customers succeed through ingenuity, simplicity, and humanity. Guided by shared values, we foster collaboration, innovation, and respect. Our mission is to change banking for good, serving our customers with humility and dedication.