Customer Outcome Team Lead New Cardiff

Capital On Tap; Cardiff; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading fintech company is looking for a Team Lead to shape a new Customer Outcomes team. In this hybrid role based in Cardiff, you'll manage a team and focus on improving customer journeys by analyzing outcomes and processes to ensure fairness and quality.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Qualifications

• Experience leading or coaching a team in a quality or outcomes-focused role.
• Strong skills in investigating and analysing customer journeys.
• Excellent communication skills, both written and verbal.

Responsibilities

• Lead a team focused on customer outcome reviews.
• Review customer interactions to assess fairness and quality.
• Identify root causes of poor outcomes and recommend improvements.

Skills

Leadership

Analytical thinking

Communication

Problem Solving

Job description

We’re Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

This is a Hybrid role, the Customer Outcome team work from our Cardiff City Centre Office 3 days per week.

What You’ll Be Doing
We're building a brand new Customer Outcomes team here at Capital on Tap, and we’re looking for a Team Lead to help shape it from the ground up. Leading a team of five initially, you’ll dive deep into end-to-end customer journeys to make sure we’re delivering genuinely fair outcomes, not just ticking boxes. In our fast-paced, ever-evolving environment, you'll uncover root causes, spot opportunities for improvement, and work closely with teams across the business to make things better for our customers.

• Lead and support a new team of five focused on customer outcome reviews
• Review all customer interactions to assess fairness and quality of outcomes
• Identify root causes of poor outcomes and spot trends or recurring issues
• Work with stakeholders across the business to improve customer journeys
• Share clear, actionable insights to drive process and service improvements.
• Adapt quickly in a fast-paced environment with changing priorities.
• Experience leading or coaching a team in a quality or outcomes-focused role
• Strong skills in investigating and analysing customer journeys
• Analytical mindset with the ability to identify root causes and trends
• Ability to challenge processes and suggest improvements confidently
• Excellent communication skills, both written and verbal
• Comfortable working in a fast-paced, constantly changing environment
• Passion for driving positive outcomes and continuous improvement for customers

Diversity & Inclusion We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great PerksWe try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

Private Healthcare including dental and optician services through Vitality
️ Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
️ 28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here .

Interview Process

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Second stage: 60 minute leadership & culture fit with a member of the leadership and people team (Video call)
• Final stage: 60 minute technical assessment with Head of Department (In person)

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

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At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

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